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Vice President, Call Center Operations for ALE Solutions

St. Charles, IL, USA Req #3114
Tuesday, October 26, 2021

FLEETCOR and ALE Solutions are seeking an experienced Call Center Operations Vice President,  to provide both high-level and hands-on leadership to three operations teams, as well as to drive company-wide productivity initiatives in our newest and one of our fastest growing business divisions!

The position requires proven success implementing process improvements and achieving operational excellence at all levels. The ideal candidate will have extensive experience leading a large-scale, multi-channel contact center operation.

Experience in the Property Casualty/Housing Insurance industry is strongly preferred.

 

Responsibilities:

  • Directly oversee three operations functional areas (Hotel Solutions, and Long-Term Housing, and CAT Logistics). 
  • Provide strategic direction, guidance and mentoring to functional area leaders.
  • Ensure cross-functional consistency of goals and objectives.
  • Implement contact center and call center best practices, metrics, and service level targets.
  • Deliver achievement of performance metric goals and service level targets daily, weekly, monthly, quarterly, and annually.
  • Identify areas of inefficiency, develop strategies for improvement, and drive resources to implement initiatives.
  • Establish internal and external performance benchmarks and facilitate a culture of continuous improvement.
  • Establish and implement quality management processes and initiatives to deliver a best-in-class customer care experience.
  • Serve as a key point of contact for both internal and external partners, including executive level.
  • Oversee hiring, onboarding, training, ongoing staff development, and workforce management to drive high levels of consistency and employee engagement.
  • Actively participate in budgeting and forecasting process to ensure revenue and expense targets are met.
  • Create and foster a culture consistent with FLEETCOR’s values of Innovation, Execution, Integrity, People, and Collaboration.

 

 

Qualifications:

  • Bachelor’s Degree or equivalent experience.
  • 10+ years customer service experience.
  • 10+ years managing teams.
  • 5+ years managing leaders.
  • 5+ years of senior leadership experience in a large contact center environment highly preferred.
  • 3+ years of leading back-office operations such as transaction processing or billing operations highly preferred.
  • Housing or hospitality industry experience preferred.
  • Experience with enterprise call center management software preferred, such as Avaya, Cisco, or NICE inContact.
  • Extensive experience with change leadership, conflict resolution, root cause analysis, and action planning.
  • Proven track record of implementing customer-focused quality improvement initiatives.
  • Direct experience with implementing technology transformation initiatives.
  • Project management experience preferred.
  • Proven problem-solving skills, identifying root cause and solutions through a high level of critical thinking.
  • Ability to thrive and excel in a fast-paced environment with changing priorities.
  • Working knowledge of Microsoft Office, including Microsoft Word, Excel, Outlook, and PowerPoint.
  • Must be extremely detail oriented and organized.
  • High degree of initiative, responsibility, persistence, ownership, and accomplishment.

 

Package Description

  • Benefits on the first of the month following your hire date- no matter when you are hired during the month!
  • Automatic enrollment into the 401k plan within your first thirty (30) days on the job:  no more waiting until you’ve been with the company for 1 year!
  • Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.
  • Fun environment with contests and prizes!
  • Inclusive environment that promotes career growth!
  • Monthly employee appreciation and wellness events!
  • Robust PTO policy including major holidays, vacation, sick days, and personal days
  • Discounts at major wireless providers, wholesale grocery stores, and gyms
  • Philanthropic support with both local and national organizations

 About the Company

 

FLEETCOR (NYSE: FLT) is a leading global provider of specialized workforce payment products and services including fuel cards, fleet cards, food cards, corporate lodging discount cards and other specialized payment services for businesses throughout the world. FLEETCOR has been recognized as the 14th most innovative company by Forbes Magazine.  Founded in 2000, FLEETCOR generates more than $2.28 billion in revenue and employs more than 7,000 valued associates worldwide.

 

Real People. Real Solutions. At ALE Solutions, we understand that disaster can strike at any moment, forcing families to spend time out of their home. We partner with insurance companies across the country to ensure that policyholders receive the time and attention they need to transition into temporary housing. Whether it’s three weeks in a hotel or three months in a temporary home, ALE will work with insurance companies to find comfortable housing accommodations for families when they need it most.

 

Equal Opportunity/Affirmative Action Employer

If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

 

   #LI-AS2


Other details

  • Job Family Leadership
  • Job Function MANAGEMENT_NONSALES
  • Pay Type Salary
  • Employment Indicator Employee
  • Travel Required No
  • Required Education Bachelor’s Degree
Location on Google Maps
  • St. Charles, IL, USA