Call Center Shift Lead

#IND123

JOB ID 21774 – Guest Services Shift Lead

Location: Coppel TX 75019 – This position is onsite; Free food!!! They have a kitchen in Tampa so every day they have free salad bar and entree.

Pay: $46,350 salary , $22.28 hr. (target bonus opportunity of 10% of your annual salary.)

Type: Direct hire

Benefits: H, D, V, 401 w match, Free Food Daily, Room to grow into other departments and management.

Start Date: Monday, May 4, 2026 

Schedule will be based on team assigned to.  May be asked to work any time during department hours 5:00 AM – 12:30 AM EST- Will have a 5 day work week schedule- schedule will be assigned at the time of offer.

Schedules are created for 3 month blocks- you will always know your schedule.
Training schedule: M-F, 9:00 AM – 5:00 PM - Approximately (2) weeks

Job description:

Coordinate Catering Operations: Oversee daily catering operations, ensuring adherence to company policies and procedures to deliver exceptional guest service and client loyalty.

• The Guest Services Reps are responsible for taking emails and Phone calls from Private plane meal orders ( ex. Taylor swift will be flying to Paris and she wants three steaks, caviar and Champagne for her flight- GSA will enter her order into the system and internal team will ensure her catering order is processed on time). The Team lead will ensure the orders are processed correctly and communicate loop is current and accurate. (will speak with Flight attendants and Pilots)
• Lead Guest Services Team: Supervise and guide Guest Services Agents (GSAs) on shift, ensuring they maintain high-quality service standards and follow all security protocols with client information. Ensure any assigned orders are processed accurately and in a timely manner
• Manage Workload Distribution: Collaborate with On-Site Managers, GSAs, and Operations to ensure an equitable and timely distribution of orders, ensuring efficient team performance.
• Order Management and Quality Control: Ensure accurate processing of orders, including quality checks, proper pricing, proper note padding, and timely assignment of tasks. Oversee handwritten orders, ensuring they are e-filed and coded properly.
• Client Communication and Upselling: Communicate with clients to clarify order details, upsell additional items to the Catering order, and apply promotional codes or discounts. Work with suppliers to ensure orders are processed and confirmed in a timely manner.
• Training and Development: Identify recurring questions or issues faced by GSAs and report necessary training or re-training to the Operations Manager. Engage in GSA training under the guidance of Operations Managers as needed.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail

Requirements:

• Must have Call Center, high level white glove support
• Must have supported 4-5 reps , Must have Call Center Leadership
• Experienced with B2B relationship management
• Food Industry or Hospitality high volume call center support- like a Food Rep managing client accounts
• Must be MS Office proficient including MS Excel, MS OFFICE SUITE is a MUST, Multiple Screens, Navigating computer quickly
• Very friendly and positive
• Daily Emailing, professional Grammar
• High school diploma or equivalent
• Background check required
• Drug screening required