Reservation Supervisor

What We Need

FLEETCOR is looking to hire a Reservation Supervisor within our Lodging division. The role is part of the CLC Lodging line of business and is located in Schaumburg, IL. The supervisor will oversee agents assigned to the shift, ensuring scheduled functions and tasks are completed promptly and according to defined procedures. Responsibilities include training, coaching, and mentoring the team to meet or exceed productivity and service level agreements.

The position requires strong leadership and interpersonal skills, experience working under pressure in a dynamic environment, and the ability to collaborate closely with internal teams and managers.

• Assigned workspace in the Schaumburg, IL office
• Company‑issued equipment
• Training

• Assign shift activities to Reservation Specialists.
• Confirm that agents understand and acknowledge their assigned tasks.
• Maintain the team’s schedule/roster, updating deviations and approved modifications.
• Act as the main liaison between the client’s duty manager and internal stakeholders.
• Communicate with internal departments and management to resolve problems and expedite work.
• Ensure clarity and consensus before conveying instructions to specialists.
• Maintain a positive, respectful communication environment.
• Report incidents formally to the direct report and/or HR.
• Guide shift resources to balance workload and prioritize tasks.
• Monitor agent attendance, punctuality, breaks, and adherence to company policies.
• Confirm all agents have access to tools, systems, and resources required by SOPs.
• Utilize technology to process, track, and report transactions.
• Master and execute agent activities, which include, but are not limited to:
• Booking and updating hotel accommodations and ground transportation.
• Last‑minute sourcing for hotels.
• Rate negotiation.
• Communicating with hotels via email and phone.
• Recording all reservation information accurately in relevant applications.
• Assist and guide Reservation Specialists on shift activities.
• Ensure accurate execution of hotel relocations and timely communication with stakeholders.
• Complete routine shift activities such as reporting and agent assignments.
• Perform performance monitoring for quality assurance and training purposes.
• Provide constructive feedback regarding tasks, performance, and issue resolution.
• Maintain performance and core competency objectives.
• Recommend leadership and Ops management for improvement opportunities, maintaining discretion as needed.
• Adhere to FLEETCOR rules, regulations, and policies.
• Assist with additional tasks or special projects assigned by the manager.

• High School Diploma or GED equivalent.
• Minimum 3+ years of proven experience in a call center environment.
• Proven supervisory experience (required if applicant is not a TA Connections employee).
• Experience in airline industry call center supervision preferred.
• Thorough knowledge of call center technology and client relationship principles.
• Effective oral and written communication skills with strong attention to detail.
• Strong organizational, analytical, and problem‑solving skills.
• Ability to interact electronically and via telephone with clients and partners.
• Excellent interpersonal and client relationship skills.
• Ability to provide feedback to all individuals.
• Flexibility to adapt to changing customer requirements and schedules.
• Proficient internet research skills for customer information.
• Proficiency with SABRE (preferred).
• Ability to handle multiple priorities in a high‑volume, target‑based environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint); MS Project preferred.

• Medical, Dental & Vision benefits available in the first month after hire.
• Automatic enrollment into a 401(k) plan (subject to eligibility requirements).
• Virtual fitness classes company‑wide.
• Robust PTO offerings, including major holidays, vacation, sick, personal, and volunteer time.
• Employee discounts with major providers (e.g., wireless, gym, car rental).
• Philanthropic support with local and national organizations.
• Fun culture with company‑wide contests and prizes.

FLEETCOR is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status, or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Estimated salary range for this position is $18.00 – $21.00 per hour, depending on skill set, experience, training, licensure, certifications, and other business and organizational factors.