Contact Center Supervisor - Founding Farmers

CONTACT CENTER SUPERVISOR

NOW HIRING: FULL TIME

**Please note this position is onsite at our office located in District Heights, MD**

$20-$22/HOUR

Our Contact Center Supervisors understand all aspects of the Contact Center and know how to effectively communicate with all restaurant operations and consistently manage the contact center team to achieve excellent performance. They are role models of company values and deliver an above average experience to each guest. They are integral to our entire restaurant service team in providing exceptional hospitality and guiding our guests until they walk through our doors. Contact Center Supervisors respond to reservation calls and provide other guest services, including directions and details on our restaurants, menus, and accommodations.

Farmers Restaurant Group was?voted as one of the?Best Places to Work?across the Greater Washington, D.C. area. Our restaurants are among the most booked in the nation on OpenTable. As a Farmers Restaurant Group team member, you will be working in a lively, fast-paced work environment within a growing?farmer-owned restaurant company?that cares about great food and drink, thoughtful sourcing, preserving our lands and waterways for future generations, and creating a culture of never-ending learning and reinvention for our employees. No matter where you work in our company, you are on a?career path?with challenges and opportunities for continued professional development and growth, and we are committed to your health and overall well-being.

WHAT OUR CONTACT CENTER SUPERVISORS DO:

• Maintain contact with guests who have active escalated issues such as party size increases, special requests, or guest recoveries

• Prioritizing workload to ensure all escalated issues are resolved effectively through follow up with a manager and communicated to the correct department

• Communicate with management team to determine root causes of dispute issues, and call trends to provide management with feedback on process improvements

• Communicate with agent team effectively to coach and produce better results

• Understand and implement full communication standards and key performance indicators such as abandoned calls, call referrals, and others are met on every shift

• Maintain a detailed FAQ List for use by Contact Center team and help with maintaining training documents as needed

• Support reporting, training, group reservations, and special event/schedule needs

• Other administrative duties or tasks as assigned by management including, but not limited evolving and tracking sales and referral contests, distributing information to Agents, learning new software, systems, and reporting sales for Farmers Restaurant Group

• All other duties as assigned

WHAT YOU NEED TO BE A CONTACT CENTER SUPERVISOR:

• Excellent communication and interpersonal skills

• Ability to be a team player

• Ability to sit for extended periods of time

• Frequent typing and use of computer expected

• Must have basic computer skills

• Full availability including nights and weekends

• Available to be on site for all scheduled shifts

• Strong internet connection at home

WHAT WE OFFER OUR CONTACT CENTER SUPERVISORS:

• Benefits for full-time workers after waiting period, include paid time off and health coverage (medical, dental, vision)

• Complimentary shift meal and generous discount when dining as a guest at any of our restaurants

• Employee wellness initiatives, including company massage therapist

• Training and career growth opportunities