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Call Center Manager Job – Austin, TX

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Call Center Manager

Full Time - Hourly


Oversee the onsite brand support agents and support off site call center. Answer incoming calls from guests for order escalated issues, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

  • Lead the Brand Support Agents; scheduling, training, performance management
  • Main liaison with off site call center
  • Administrative tasks for restaurant support

Responsibilities include but not limited to:

  • Provide excellent customer service experience for guests across all brands
  • Answer calls and input orders (Guest / Catering)
  • QA calls and provide constructive feedback
  • Guest recovery
  • Escalation point between call center and stores
  • Online brand reputation support (Respond to reviews, escalate issues, etc.)
  • End of Day reporting
  • Assist in hiring and documentation of warnings
  • Participate and provide feedback in testing of new POS, Call Center, and Delivery software features
  • Assist in Scheduling
  • Up-to-date menu and POS/Online Ordering System knowledge
  • Assist in Delivery dispatch, and tracking
  • Evolving role and might include responsibilities not listed above

Full Time benefit package

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