Topgolf

  • Senior Manager, Guest Care

    Job Locations US-TX-Dallas
    ID
    2018-6974
    Position Type
    Salary
    # of Openings
    1
    Address
    8750 North Central Expressway
    Category
    Hidden (60023)
  • Overview

    The Guest Care Team is a group of actively engaged associates who guide our Guest through email, social interaction and inbound phone calls. You will set the team up for success to ensure the team provides best in class service to our Guest while also supporting our venue teams.  You need to have extensive experience in building a contact center and working in a call center environment. Daily engagement, training and coaching will be key to help us continually elevate our service levels and productivity. 

    Key Responsibilities

    • Responsibilities include organizing and orchestrating the contact center operations, developing and implementing strategies, improving systems and processes 

    • Build & Lead a High-Performance Team: Ensure that a scalable, sustainable Guest Care team structure is in place to keep pace with Topgolf’s rapid growth and changing seasonality

    • Take an existing contact center team and establish a long-term roadmap, implement systems to drive performance 

    • Work with existing sales team to broaden contact team’s ability to help drive revenue though activating inbound sale leads

    • Identify and champion KPIs & Metrics, establish call center metrics to ensure that the Guest Care Team is run thoughtfully and efficiently

    • Work cross functionally with Technology, Operations and Marketing to identify key topics and build programs to ensure a consistent experience for our Guest

    • Identify opportunities within the organization to drive efficiency gains, implementing the right technology, systems and processes  

    • Staff a curiously intelligent team who are fanatics about taking care of our Guest

    • Continuously train, coach and support the Guest Care Team Associates to be empowered to learn, grow, and develop their careers

    • Work as an advocate on behalf of our venue teams to make sure the Guest Care Team is providing the correct level of service

    • Share learning gathered through Guest contact to better our other systems/platforms

    • Be 100% responsible for clear and frequent communication with the team and the venues

    • Own and manage our IVR system 

    • Immerse yourself in the Topgolf culture and Core Values 

    Key Qualifications

    • A seasoned contact center leader with a focus on building systems in a high growth fast paced environment

    • Passionate about the Guest experience 

    • Ability to dig into data and create metrics to drive data driven decisions and feedback to better the business

    • Strong knowledge in call center systems and processes 

    • A collaborative business partner who understand the technical systems and integrating systems

    • Excellent communication verbal and written

    • Strong time management and organizational skills

    • Ability to handle multiple projects and work efficiently and independently  

    • Intense desire to support our field operations

    • Self-motivated to better the business

     

    Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

     

    Topgolf does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. Topgolf will not pay fees for unsolicited agency resumes and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Topgolf and will be processed accordingly without fee.

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