Call Center Supervisor

Owned and operated by the Wetanson family, Dallas BBQ is a family-run restaurant business with a four-generation history in New York city. It all started in 1936 with Carl and Grace Wetanson, who opened “Grace’s Luncehonette,” coincidentally at the same 42nd-street address where Dallas BBQ’s flagship restaurant in Times Square is currently located. Carl Wetanson’s son, Herb, started the historic Wetson’s Hamburgers, a chain of hamburger joints in the 1960’s that grew close to 100 locations and went public in the 1970’s in New York City. The 1980’s birthed Dallas BBQ and the 1990’s brought Tony’s DiNapoli to the New York restaurant scene, currently run by the three generations Herb, Greg, and Stuart Wetanson.

Supervise day-to-day operations in the customer service department
Manage and redistribute workload
Create effective procedures, policies, and standards for team
Develop customer satisfaction goals
Assess service statistics and provide detailed reports regularly
Identify areas in which to increase efficiency
Provide ongoing training to staff and new employees
Respond to escalations in a professional manner

EDUCATION, EXPERIENCE & QUALIFICATIONS:

Qualifications:

Prior Catering experience is a plus
Minimum 3 years’ proven experience in a customer service position
Minimum 1 year experience managing staff
Microsoft Office programs including Excel, Word, and Outlook
Strong understanding of company products, policies and services
Ability to coach, train, and motivate employees and evaluate their performance

Owned and operated by the Wetanson family, Dallas BBQ is a family-run restaurant business with a four-generation history in New York city. It all started in 1936 with Carl and Grace Wetanson, who opened “Grace’s Luncehonette,” coincidentally at the same 42nd-street address where Dallas BBQ’s flagship restaurant in Times Square is currently located. Carl Wetanson’s son, Herb, started the historic Wetson’s Hamburgers, a chain of hamburger joints in the 1960’s that grew close to 100 locations and went public in the 1970’s in New York City. The 1980’s birthed Dallas BBQ and the 1990’s brought Tony’s DiNapoli to the New York restaurant scene, currently run by the three generations Herb, Greg, and Stuart Wetanson.

Supervise day-to-day operations in the customer service department
Manage and redistribute workload
Create effective procedures, policies, and standards for team
Develop customer satisfaction goals
Assess service statistics and provide detailed reports regularly
Identify areas in which to increase efficiency
Provide ongoing training to staff and new employees
Respond to escalations in a professional manner

EDUCATION, EXPERIENCE & QUALIFICATIONS:

Qualifications:

Prior Catering experience is a plus
Minimum 3 years’ proven experience in a customer service position
Minimum 1 year experience managing staff
Microsoft Office programs including Excel, Word, and Outlook
Strong understanding of company products, policies and services
Ability to coach, train, and motivate employees and evaluate their performance