Guest Loyalty Team Lead

Unleashed Brands•Bedford, TX

2d•Onsite

About The Position

At Unleashed Brands, we’re all about creating fun, engaging, and inspiring experiences for families. We’re on a mission to help kids learn, play, and grow. With over 1,300 locations in development and plans to expand even more, we’re looking for energetic and motivated Team Leads to help make unforgettable experiences happen! As a Team Lead in our Guest Loyalty Department, you will play a crucial role in enhancing the performance of our team supporting the Urban Air Call Center. Your main responsibility will be to guide and develop agents to achieve and exceed key sales, performance, and service targets. You will work closely with the Guest Loyalty Manager to deliver exemplary service and contribute to our mission of creating lasting memories through superior guest experiences.

Requirements

Outgoing personality with excellent verbal and written communication skills.
Ability to problem solve and think outside the box
Ability to multitask, manage time effectively, and thrive in a high energy, fast paced environment.
Drive learning and development in agent’s skills.
Willingness to work weekends

Nice To Haves

Bilingual (Spanish) is a plus

Responsibilities

Maintain an active phone presence to assist guests and coordinate events in alignment with the Guest Loyalty Special Events Representative role.
Provide daily coaching and constructive feedback on culture, performance, phone etiquette, de-escalation, and sales targets.
Conduct regular performance evaluations for our agents.
Maintain a visible floor presence to support agents with queries, and assist with escalated calls to address guest concerns effectively.
Motivate and guide agents through feedback and counseling sessions.
Consistently monitor and assess agent performance.
Conduct weekly development sessions for up to 12+ agents to discuss their metrics and enhance their performance.
Participate in interviewing potential agents and deliver ongoing training to current staff to ensure continuous professional development and superior guest service.
Foster open communication channels with all team members.
Listen in on calls to provide supportive feedback and recognition where due.
Collaborate with the Guest Loyalty Manager to troubleshoot tech challenges.
Actively seek out and implement process improvements to optimize the guest service experience.
Lead by example in all interactions, embodying our commitment to safety and innovation.
Support the brand's growth and evolution in enhancing guest experiences.