Program Advisor Team Lead - Guest Loyalty Team

Unleashed Brands; Bedford (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

Unleashed Brands is seeking a Program Advisor Team Lead to enhance guest experiences through effective coaching of remote agents. This role focuses on leadership, operational excellence, and performance management. Join us in creating memorable experiences for families and children.

Benefits

Remote Work

Competitive Compensation

Career Advancement Opportunities

Comprehensive Benefits Package

Qualifications

• Experience in a leadership role with call center agents.
• Strong mentoring and coaching skills.
• Ability to motivate a team towards performance excellence.

Responsibilities

• Guide and support remote call center agents.
• Monitor calls and provide constructive feedback.
• Collaborate with management to enhance operational processes.

Skills

Leadership

Coaching

Communication

Performance Management

Job description

Program Advisor Team Lead - Guest Loyalty Team

Join to apply for the Program Advisor Team Lead - Guest Loyalty Team role at Unleashed Brands

Program Advisor Team Lead - Guest Loyalty Team

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About The Role

As a Program Advisor Team Lead, you will play a pivotal role in guiding and supporting our remote call center agents to deliver exceptional guest experiences. You’ll be a key liaison between agents and management, driving continuous improvement, coaching, and operational excellence.

About The Role

As a Program Advisor Team Lead, you will play a pivotal role in guiding and supporting our remote call center agents to deliver exceptional guest experiences. You’ll be a key liaison between agents and management, driving continuous improvement, coaching, and operational excellence.

Why You’ll Love Working With Us?

• Remote Work: Enjoy the flexibility and comfort of working from home.
• Competitive Compensation: Earn a competitive hourly wage with potential bonuses based on your performance.
• Career Advancement: Grow your career by influencing training programs and development initiatives within the team.
• Comprehensive Benefits: Access a robust benefits package designed to support you and your family’s well-being.
• U.S. Residents Only: This position requires candidates to reside within the United States.
  
  

What You’ll Do

• Leadership & Coaching
• Monitor live calls and provide timely, constructive feedback to agents to enhance their performance.
• Collaborate with team leaders and managers to deliver on-the-job coaching and professional development.
• Motivate and support agents through regular counseling sessions, fostering a positive and productive team culture.
  
  

Operational Excellence

• Work closely with the Program Manager to identify and resolve issues quickly and effectively.
• Partner with the Guest Loyalty Supervisor to troubleshoot and implement new technologies that improve team efficiency.
• Assist agents with escalated calls to ensure guest concerns are addressed promptly and satisfactorily.
• Continuously seek opportunities to improve the Guest Service experience and optimize team processes.
  
  

Performance Management

• Track and report weekly agent performance metrics, providing insights and recommendations for improvement.
• Ensure agents maintain high productivity levels while delivering outstanding customer service.
  
  

Why Join Unleashed Brands?

At Unleashed Brands, we’re passionate about creating memorable experiences through innovative play and family engagement. Our diverse and dynamic team is central to our success, and as a leader, you’ll help shape a supportive, safe, and inspiring work environment. Join us to be a brand ambassador and catalyst for innovation as we continue to grow and elevate the guest experience.

About Unleashed Brands

Unleashed Brands is dedicated to enriching children’s lives through a portfolio of innovative, family-focused brands. With over 350 locations nationwide and plans to expand by 100+ units annually over the next five years, we are committed to providing fun, engaging, and inspiring experiences that help every child reach their full potential. Learn more at [www.unleashedbrands.com](http://www.unleashedbrands.com). Our headquarters is located in the Dallas/Fort Worth metroplex.

Our Commitment To Diversity & Inclusion

Unleashed Brands is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status.

ADA Compliance

We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process, in accordance with the Americans with Disabilities Act (ADA). Please notify us if you require assistance.

Join us and make a meaningful difference in the lives of children and families through unforgettable experiences!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Human Resources

• Industries

  Business Consulting and Services

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