**Company Description** At Raising Cane’s Chicken Fingers® we serve only the best tasting and most craveable chicken finger meals. It’s our ONE LOVE®. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile. Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane’s is growth focused and we’re on the path to being one of the top 10 restaurant companies in the United States. **Job Description** **Your Impact and Responsibilities:** + Empowers team through consistent mentoring, career planning, and setting educational and performance goals + Fosters a culture of empathy, camaraderie, open communication, and accountability + Provides direction, instruction, and mentorship to team members + Facilitates bi-weekly meetings with representatives to provide feedback and guidance + Conducts one on one discussions as needed with new Representatives or those who need additional coaching and training + Hosts monthly team meetings to communicate policy changes, recognize achievements, and promote team engagement + Manages of day-to-day operations to ensure efficient workflows and results + Documents and addresses attendance or performance issues + Owns workforce management responsibilities, including scheduling, approving PTO and overtime requests, and other team logistics + Improves productivity by identifying opportunities in performance, tools, training, processes, and employee engagement + Maintains quarterly call volume reports and production reports for the team + Formulates, edits, and updates policies and procedural guidelines in a timely manner + Owns the training and quality assurance process for the department to ensure standards are met + Works with the department’s Senior Manager and Vice President to roll out department initiatives + Collaborates with department leaders including Crew Safety, Social Media, and Crew Resources to ensure adherence to SOPs and maintain cross-departmental communication + Participates in the hiring process as necessary for all candidates in the department + Assists in preparing influential presentations on customer contacts, resolutions, performance metrics, and key milestones + Serves as a point of contact for the team during all working hours, ensuring consistent leadership and support **Qualifications** **Requirements for Success:** + 3+ years of customer relations or contact center experience with proven success record + Experience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred) + Able to lead and motivate a team and a shift + Able to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partners + Able to handle difficult situations and escalations and bring them to resolution + Detail-oriented, organized, and able to manage multiple priorities that may be constantly changing + Able to work effectively and efficiently both independently and collaboratively + Self-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communication + Ability to work a full-time, flexible schedule at the Restaurant Support Office in Plano, TX, including three weekday shifts and two weekend shifts, with flexibility to adjust to other shifts as needed + Proficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and Word + College degree or equivalent preferred + Experience required **Additional Information** All your information will be kept confidential according to EEO guidelines. Terms of Use (http://www.raisingcanes.com/terms-of-use/) Privacy Policy Candidate Privacy Notice (https://www.raisingcanes.com/candidate-privacy-notice/)