CALL CENTER SHIFT LEAD

Job ID: 21774 | Location: Coppell, TX 75019 (onsite) | Type: Direct hire | Start date: May 4, 2026

About the role

Coordinate daily catering operations for a high‑touch guest services team, ensuring exceptional service and client loyalty. The position oversees Guest Services Agents (GSAs) who handle private‑plane meal orders — from entry and quality control through supplier coordination and client communication — while maintaining strict security protocols for client information.

Responsibilities

• Oversee daily catering operations, ensuring adherence to company policies and procedures to deliver exceptional guest service and client loyalty.
• Supervise and guide Guest Services Agents (GSAs) on shift, ensuring high‑quality service standards and compliance with security protocols for client information.
• Ensure assigned orders are processed accurately and in a timely manner; communicate with flight attendants and pilots as needed.
• Collaborate with on‑site managers, GSAs, and operations to distribute workload equitably and maintain efficient team performance.
• Manage order quality control: verify accurate processing, proper pricing, correct note padding, timely task assignment, and proper e‑filing and coding of handwritten orders.
• Communicate with clients to clarify order details, upsell additional catering items, and apply promotional codes or discounts.
• Work with suppliers to confirm orders are processed and confirmed promptly.
• Identify recurring GSA questions or issues and report training needs to the Operations Manager; participate in GSA training under Operations Manager guidance.
• Research pricing for custom items using company‑approved websites.
• Maintain direct communication within the supply chain (phone and email) to ensure order clarity.

Requirements

• Call center experience with high‑level white‑glove support.
• Experience supporting 4–5 representatives; call center leadership background.
• B2B relationship management experience.
• Food industry or hospitality high‑volume call center support (e.g., food representative managing client accounts).
• Proficiency with MS Office suite, especially MS Excel; ability to navigate multiple screens quickly.
• Very friendly, positive demeanor; professional grammar in daily email communication.
• High school diploma or equivalent.
• Background check and drug screening required.

Benefits

• Health, dental, and vision insurance.
• 401(k) with company match.
• Free food daily (salad bar and entrée).
• Room to grow into other departments and management roles.

Pay

$46,350 annual salary ($22.28/hour) with a target bonus opportunity of 10% of annual salary.

Schedule

Department hours: 5:00 AM – 12:30 AM EST. Five‑day work week; schedule assigned at time of offer and published in three‑month blocks. Training: Monday–Friday, 9:00 AM – 5:00 PM for approximately two weeks.