STK Brand Cover
{{'Back to Hospitality Unite Jobs' | translate}}

Call Center Manager

Location
Summary
Call Center Manager
Salary $55000 - $65000 / Year
Schedule Full Time
Experience Minimum 2 years of experience
Location Denver, CO, USA

Call Center Manager

We use eVerify to confirm U.S. Employment eligibility.

Description

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.

Details
Salary $55000 - $65000 / Year
Schedule Full Time
Experience Minimum 2 years of experience
Location Denver, CO, USA

Skills
Microsoft Office
Online Ordering
Social Media
OpenTable Experience
Fast-Paced Experience
Customer Service experience
call center management experience
By applying you confirm you have these skills.

expired job post
Denver, CO, USA