Sr. Agent, Team Member Relations

Human Resources / PeopleWorks
Dallas, TX
October 21, 2024

What does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special.  Life is short. Work happy. 

At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community. Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results: Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits. 

Brinker International is an equal opportunity employer; we foster an inclusion environment that promotes respect, diversity of thought and success for all. 

 

Job Summary

The Sr. Agent of TMR will assist the Team Member Relations Specialists and will help coach and guide managers through performance management and investigations by advising on policy interpretation, best practices, outcomes and closure. With oversight from TMR Specialists, this position will provide support to the Chili?s Field Operations Team by addressing basic Team Member issues at the first point of contact. The role will also be responsible for Ensuring compliance with all applicable laws and regulations.  

 

Your Key Job Functions

• Partners with restaurant leaders on Team Member Relations matters, including elevated and allegations of a sensitive nature. Coaches Restaurant Leaders on conducting proper investigations and provides options and advice for outcomes. 
• Acts as a consultant in determining coaching opportunities and/or disciplinary action and terminations. Partners with People Works Partners, Regional Directors and Area Directors on complex or escalated issues.
• Collaborates with Restaurant Support Center Leadership to communicate and ensure compliance with company policies and procedures, and government regulations, including I-9 compliance.
• Develops specialized knowledge of assigned geographical locations and provides feedback, training and expertise to management on trends or escalated Team Member Relations needs.
• Prepare complete and accurate work and update Team Member file.
• Communicate effectively with Team Members to ensure high quality and timely resolution of requests and issues.
• Contribute ideas on ways to resolve problems to better serve the Team Member and/or improve productivity.
• Able to handle calls in a high-pressure environment.
• Be able to maintain confidentiality of valuable/proprietary information.
• Should be fully aware of information related to the policy and procedures of the organization.
• Excellent communication (written and verbal) and interpersonal skills.
• Determines when to resolve issue with Team Member and when to escalate to Team Member Relations supervisor, manager, or Director, etc., based on nature of complaint.

 

What You Bring to the Team

• 2-3 years in a customer service environment.
• Restaurant experience is preferred.
• Possess considerable knowledge of employee relations and labor law; the principles, practices, and procedures of Human Resources Management.
• Able to research information and analyze data converting it to a plan of action.
• Able to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
• Highly effective at participating in difficult, often emotionally charged conversations that lead to clarity around issues, expectations, consequences, and next steps.
• Extraordinary customer service skills.
• Bilingual a plus (Spanish/English)

 

Why Brinker 

We offer a competitive benefits package including medical/dental/vision, life insurance, paid vacation/holidays, and 401(k) with company match and generous dining discounts.  Every team member working at the Restaurant Support Center (aka Brinker headquarters) is eligible for annual bonus potential. 

Our campus includes an onsite gym plus opportunities to increase your wellbeing with onsite Yoga and boot camp programs.