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 DescriptionYour Impact and Responsibilities:
Empowers team through consistent mentoring, career planning, and setting educational and performance goalsFosters a culture of empathy, camaraderie, open communication, and accountabilityProvides direction, instruction, and mentorship to team membersFacilitates bi-weekly meetings with representatives to provide feedback and guidanceConducts one on one discussions as needed with new Representatives or those who need additional coaching and trainingHosts monthly team meetings to communicate policy changes, recognize achievements, and promote team engagementManages of day-to-day operations to ensure efficient workflows and resultsDocuments and addresses attendance or performance issuesOwns workforce management responsibilities, including scheduling, approving PTO and overtime requests, and other team logisticsImproves productivity by identifying opportunities in performance, tools, training, processes, and employee engagementMaintains quarterly call volume reports and production reports for the teamFormulates, edits, and updates policies and procedural guidelines in a timely mannerOwns the training and quality assurance process for the department to ensure standards are metWorks with the department’s Senior Manager and Vice President to roll out department initiativesCollaborates with department leaders including Crew Safety, Social Media, and Crew Resources to ensure adherence to SOPs and maintain cross-departmental communicationParticipates in the hiring process as necessary for all candidates in the departmentAssists in preparing influential presentations on customer contacts, resolutions, performance metrics, and key milestonesServes as a point of contact for the team during all working hours, ensuring consistent leadership and supportQualificationsRequirements for Success:
3+ years of customer relations or contact center experience with proven success recordExperience in a high-volume customer service capacity (QSR/fast casual restaurant or retail preferred)Able to lead and motivate a team and a shiftAble to consistently engage with customers in a professional and empathetic manner and communicate calmly and confidently with customers and internal partnersAble to handle difficult situations and escalations and bring them to resolutionDetail-oriented, organized, and able to manage multiple priorities that may be constantly changingAble to work effectively and efficiently both independently and collaborativelySelf-driven, flexible, and highly energetic with advanced skills in listening, written and verbal communicationAbility 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 neededProficient in Microsoft Office Suite: Excel, PowerPoint, Outlook, and WordCollege degree or equivalent preferredExperience requiredAdditional InformationAll your information will be kept confidential according to EEO guidelines.
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