Call Center Manager

The ONE Group is a global leader in the hospitality industry and the creator of the international restaurant brand STK. In addition to developing and operating upscale, high-energy restaurants and lounges, The ONE Group provides a signature turn-key food and beverage service – ONE Hospitality – for hotels, casinos, and other high-end locations across the globe.

In addition to STK, The ONE Group owns and operates Kona Grill.  Currently operating 24 locations nationwide!  We pride ourselves on our innovative menu, award-winning happy hour, and modern upscale design showcasing an open kitchen, sushi bar, and full-service bar.

We are looking for a Senior Call Center Manager who is responsible for leading our call center operations, which include managing for all our restaurants:

• Reservations
• Guest Recovery
• Events and Group Dining
• Takeout and delivery orders
• General inquiries 

Overseeing a team of 15 call center agents.

Key Skills:

• Leading teams through change
• Exceptional communication skills
• Understanding of restaurant operations
• Detail oriented
• Guest Service Focused
• Measurement Centric
• Training and Development of teammates

Key day to day activities:

• Hiring, training, coaching, and leading call center representatives as they efficiently cater to our call-in guests.
• Coordinating in-venue event leads as well as take-out and catering orders remotely while developing and overseeing processes to streamline and maximize revenue and communications
• Answering reservationists questions, guiding them through difficult calls or issues, handling issues personally as necessary
• Leading team meetings, asking questions to better understand the calls we are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
• Leading daily measurements of all team activities.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and guest satisfaction.
• Taking on other tasks or projects to support employees, other managers, and central office operations.

The ONE Group is a global leader in the hospitality industry and the creator of the international restaurant brand STK. In addition to developing and operating upscale, high-energy restaurants and lounges, The ONE Group provides a signature turn-key food and beverage service – ONE Hospitality – for hotels, casinos, and other high-end locations across the globe.

In addition to STK, The ONE Group owns and operates Kona Grill.  Currently operating 24 locations nationwide!  We pride ourselves on our innovative menu, award-winning happy hour, and modern upscale design showcasing an open kitchen, sushi bar, and full-service bar.

We are looking for a Senior Call Center Manager who is responsible for leading our call center operations, which include managing for all our restaurants:

• Reservations
• Guest Recovery
• Events and Group Dining
• Takeout and delivery orders
• General inquiries 

Overseeing a team of 15 call center agents.

Key Skills:

• Leading teams through change
• Exceptional communication skills
• Understanding of restaurant operations
• Detail oriented
• Guest Service Focused
• Measurement Centric
• Training and Development of teammates

Key day to day activities:

• Hiring, training, coaching, and leading call center representatives as they efficiently cater to our call-in guests.
• Coordinating in-venue event leads as well as take-out and catering orders remotely while developing and overseeing processes to streamline and maximize revenue and communications
• Answering reservationists questions, guiding them through difficult calls or issues, handling issues personally as necessary
• Leading team meetings, asking questions to better understand the calls we are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
• Leading daily measurements of all team activities.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and guest satisfaction.
• Taking on other tasks or projects to support employees, other managers, and central office operations.