Guest Care Supervisor

Job Description

Insight Global's client, a national quick-service restaurant brand, is seeking a Guest Services Supervisor to lead its contracted guest care agent team onsite at its Jacksonville headquarters. This is a balanced role, roughly half people management and half hands-on QA, reporting, and process improvement. The supervisor will partner with the Guest Services Analyst to rebuild agent SLAs, launch a QA program, and improve email and chat macros, with real ownership over how the team runs. Backend AI or technical development experience is not required. Day to Day/Key Responsibilities:

• Serve as the first point of contact for daily agent questions
• Build monthly schedules, approve changes, and monitor coverage
• Manage time-off requests, sick calls, and missed shifts, keeping accurate schedule and hours records for payroll
• Track agent SLAs and coach directly, involving the Guest Services Analyst as needed
• Plan and run QA reviews and prepare agent-specific reporting in tools such as Excel
• Lead onboarding, ongoing training, and new-process training
• Improve email and chat macros using QA findings to set priorities
• Support backlog management alongside the Guest Services Analyst First 60 to 90 days: Set up an agent SLA scorecard with Anna, start a consistent QA review and coaching process, and begin rewriting the highest-priority macros.

Skills and Requirements

• Guest services or customer care background with 1+ years of direct people management, managing at least 2 employees and ideally 3 to 4 (more years is a plus)

• Supervisory or team lead experience covering scheduling, planning, and coaching

• Experience building or running a QA process, including reviews and coaching from the findings

• Analytical skills, including creating reports in Excel and using data to spot gaps and opportunities

• Experience with Outlook, Teams, Excel, and SharePoint

• Zendesk experience

• Interest in AI tools and a willingness to learn

• Strong organization, time management, independent problem-solving, and written and verbal communication

• Proactive, calm under pressure, and accountable; holds agents accountable through constructive coaching Fully onsite in Jacksonville, Monday to Friday, with flexibility for rare weekend needs

• Experience across at least two of: supervision, training, QA, or scheduling coordination

• Restaurant or franchise guest services experience

• Momos familiarity Process improvement experience, such as rewriting macros, building SLA scorecards, or refining remediation policies

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].