Manager, Guest Care (Contact Center)
- Leads Daily Operations: Manages the contact center’s day-to-day functions across all customer support channels. Monitors real-time performance to ensure SLAs are met. Maintains high levels of customer satisfaction by continuously improving call quality, resolution rates, and escalation handling.
- Vendor Oversight: Partners with third-party contact center vendors to ensure alignment with company expectations, SOPs, budget and quality standards.
- Training & QA: Coaches, develops, and inspires a team of contact center supervisors and agents. Delivers regular feedback, career development, and performance reviews. Oversees agent onboarding, training, and quality assurance programs to maintain consistent and high-quality service delivery.
- Performance Reporting: Uses dashboards and analytics tools to track contact center KPIs and delivers insights to leadership on trends, gaps, and opportunities.
- Process Optimization: Identifies, recommends, and implements process and technology improvements to drive efficiency and scalability in the contact center.
- Crisis Management: De-escalates crisis situations and leads the contact center’s response to peak periods, outages, and other urgent situations with speed and clarity. Partners with cross-functional teams as appropriate to ensure company-wide response on high-profile matters.
- Team Development: Works closely with the Executive Director of Guest Care to recruit, select and develop internal associates to elevate their capabilities & support career advancement.
- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity*
- Full medical, dental, and vision insurance *
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays*
- Continuous education assistance and scholarships*
- Income protection including Disability, Life and AD&D insurance*
- Bereavement leave*
- Benefits available for eligible permanent full time associates
- Bachelor’s degree or equivalent experience in Business, Communications, Operations, or related field.
- Minimum five years of experience in contact center operations, including managing teams and vendor partners, preferably in a nationwide multi-location retail or restaurant environment
- Successful completion of initial and periodically required trainings
- Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
- Within the range, individual pay is determined using various factors, including work location and experience.
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