Call Center, Lead Administrator

At CEC Entertainment, we build careers around great food, family, and fun! Our purpose and our passion is to create the best place for kids and families to eat and play!

CEC Entertainment, the global leader in family entertainment and operator of Chuck

E. Cheese and Peter Piper restaurants, is seeking a Call Center, Lead Administrator to join our team. This position is based at our Corporate Support Center in Irving, TX and will report to our Director, Sales Center Operations.
Must have flexible open availability Monday-Sunday.

• Performs all duties and responsibilities in support of field services and operations. Supports the Corporate Objectives including: "If you are not serving the Guest, serve someone who is."
• Provide professional phone support to the Guest through prompt, friendly, courteous service. Provide general information to the Guest about Chuck
  
  E. Cheese.
• Accurately book all birthday party reservations and fundraising events for locations up to capacity.
• Continue to improve the quality of the call center through consistent effort and teamwork.
• Assist specialists (20-30), guest, field, and support center with any issues during shift. Also prepare agents weekly schedules and daily break schedules.
• Handle any problems that arise on the floor with professional resolutions.
• Follow up with any DM/AD/RVP on any unfavorable reports.
• Work with DM/AD/RVP on any seating, scheduling, or hours of operation changes.
• Training and development of agents.
• Aids agents regarding payroll issues.
• Aids guests regarding feedback on their visit to the store, fundraising events, birthday hotline, and web complications.
• Handles compensation to guests through refunds or sending guest passes.
• Coach and direct a team of agents, including providing performance feedback and completing annual evaluations.
• Communicates Call Center staffing needs and employee issues to the Director.
• Performs other duties and aids co-workers as directed by the immediate supervisor or other members of our Corporate Management Team.
• Assists in the fundraising department with collecting required documentation, booking events, and issuing check requests.

• Required availability Monday-Sunday 9am-7pm with shift flexibility.
• High School diploma or GED required.
• 3+ years of customer service, including 1+ years of supervisory experience.
• In lieu of above, 1+ years of Chuck
  
  E. Cheese supervisory experience.

• Clear verbal communication, written communication, and reading comprehension in English.
• Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email).
• Basic use of standard office equipment (i.e., telephone, computer).
• Strong interpersonal and customer service skills with a sales mentality.
• Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills.
• Application of good judgment and decision making.
• Ability to work efficiently both independently and as part of a team.
• Ability to prioritize work to meet deadlines and productivity goals.
• Ability to work under pressure and cope with stress effectively.

• Work Today, Get Paid Tomorrow program. Don't wait between paychecks anymore!
• Employee meal discounts
• Perks & Discount programs
• Employee Referral Program
• CEC Cares Fund (program to assist employees during catastrophes)
• Medical benefit options, 401k, and more.

#diversity #inclusion #culture

To perform the duties of this position, the incumbent must have the ability to sit, walk, stand, bend, twist, reach, and carry, lift, pull, push between 1 - 25 lbs. Incumbent must use a computer, with the repetitive movement of both hands. Incumbent must be able to work an 8-hour shift, with some overtime. Incumbent must also be available to travel to various locations by airplane or by operating a vehicle if needed.

At Chuck E Cheese, we care about the safety and health of our guests and employees. We have rigorous health and sanitation standards, and our operational procedures are designed to meet or exceed local requirements and most importantly to protect the health of our teams and guests

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CEC Entertainment, LLC ("CEC"), headquartered in Irving, Texas, is a nationally recognized leader in family dining and entertainment, proudly operating the iconic Chuck

E. Cheese, Peter Piper Pizza and Chuck's Arcade brands.

Chuck

E. Cheese celebrates over half a million birthdays annually, dedicated to creating joyful, lasting memories through fun, food, and play. As the place

Where a Kid Can Be a Kid, the brand is committed to safety through programs like Kid Check and community support, having donated more than $24 million to schools and nonprofits. In 2025, Chuck

E. Cheese received the "Best in STEM" award and was named one of America's Greatest Workplaces, highlighting its industry leadership both in…