Guest Engagement Supervisor

Guest Engagement Supervisor Dallas TX What does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special.
Life is short.
Work happy .
At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community.
Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results : Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits.
Brinker International is an equal opportunity employer; we foster an inclusion environment that promotes respect, diversity of thought and success for all.
Job Summary The job done by the Guest Engagement Supervisor is tactical in nature and includes being the point person for escalations from Agents, making decisions on resolution protocol for escalated Guest contacts.
The Supervisor oversees day to day operations and agent performance management.
Within the working hours, the Guest Engagement Supervisor must be available to respond to Guests as well as provide guidance to Agents on case handling when needed.
The Supervisor will work in front of computer screens for long hours.
He or she must be aware and resourceful of the company's policies and procedures.
The supervisor will also serve as point of escalation for all areas of guest engagement including Loyalty, social media, Credit Cards and Gift Cards.
A GET Supervisor must be confident, outgoing and self-motivated with a strong work ethic.
He or she must also be a team-oriented person who is open minded and willing to learn and who has the ability to function effectively in a fast-paced work environment.
It is also vital that the Supervisor is articulate with excellent verbal and written communication and interpersonal skills and can easily establish rapport with Guests and with Agents.
The Supervisor should align with Company objectives and exhibit positive and encouraging behaviors regarding Company/GET goals.
The Supervisor will communicate with Manager/Sr.
Manager and provide regular insights on team performance, attendance, concerns, the day's headlines, etc.
The work schedule for this agent will be on weekdays from 8 a.
m.
- 5 p.
m.
and at least three of their five workdays will be at the RSC.
This role may require periodic overtime.
Your Key Job Functions • Oversee case handling/resolution process and be the point of contact for agent escalation • Organization and dissemination of case handling directives to Agents.
• Assist Trainer with the updating of training materials.
• Assist Trainer with training new agents.
• Work with Manager/Sr.
Manager to devise productivity and Q/A reporting process.
• Regularly monitor productivity and coach where appropriate.
• Exercise independent judgment to decide when to resolve issue with Guest and when to escalate to GR Manager/Sr manager/Director, Area Director, Corporate Security, etc.
, based on nature of complaint.
• Keep Manager/Sr.
Manager updated on guest response times and adjust where necessary to remain within 24-hour response time window.
• Create/Provide appropriate email responses for team when required, that align with company policies and principles.
• Provide process improvement recommendations as needed.
• Contribute ideas on ways to resolve problems to better serve the Guest and/or improve productivity.
• Participate in activities designed to improve Guest satisfaction and business performance.
• Should be able to maintain the balance between guest and prudent business.
• Able to handle calls in a high-pressure environment.
• Be able to maintain confidentiality of valuable/proprietary information.
• Should be fully aware of information related to the product or services of the organization.
• Excellent communication (written and verbal) and interpersonal skills.
• Contacts guests by telephone or through other technology (as needed) for clarity and investigation of issues.
• Manage shift schedules and vacation tracker for team.
• Assist with case load as needed to comply with 24-hour response time What You Bring to the Team • 5-7 years in a customer service environment, with 2-3 years of supervisory experience preferred.
• Experience working with Emplifi Agent software • Restaurant experience is preferred.
• High school diploma or GED.
• College experience or degree a plus.
• Basic computer proficiency, particularly with Microsoft applications as well as webbased applications.
• Extraordinary customer service skills.
• Punctuality, consistent work attendance and solid work ethic.
• Must be self-motivated and have a positive attitude.
Why Brinker We offer a competitive benefits package including medical/dental/vision, life insurance, paid vacation/holidays, and 401(k) with company match and generous dining discounts.
Every team member working at the Restaurant Support Center (aka Brinker headquarters) is eligible for annual bonus potential.
Our campus includes an onsite gym plus opportunities to increase your wellbeing with onsite Yoga and boot camp programs.
Work/Life/Fun balance in a casual and collaborative work environment! Team members enjoy company-wide events and celebrations.
Regular volunteer opportunities with our community give back programs.
Check our Careers page for more exciting opportunities! Brinker Careers Join our talent communities! Brinker LinkedIn #LifeisShortWorkHappy #brinkerjobs #brinkerhead