{"id":3771070,"url":"https://alion.io/job/whataburger-contact-center-senior-associate","title":"Contact Center Senior Associate","company":{"id":1798835,"name":"Whataburger","domain":"whataburger.com","url":"https://alion.io/company/whataburger-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":64,"open_postings":1017,"ghost_share":0.686,"stale_share":0,"repost_share":0.001,"time_to_fill_p50_days":15,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-11-04T21:35:42Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T08:38:58Z","board_verified":false,"closed_at":"2026-11-08T08:38:58Z","days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"Welcome to Whataburger Careers!\nOur Flavor - Why Whataburger\nWhataburger isn’t just a fast-food burger chain it is where bold leadership starts - and where potential doesn’t just grow, it heats up. Whether you're leading the line or working behind the scenes, this is the place where opportunities stack up, and every day gives you a chance to Make a Difference.\nSince 1950, we’ve invested in people who lead with integrity, Serve with Heart, and bring their best flavor to the team. We believe in working together, speaking up, having a little fun, and Winning as One - because great burgers (and great teams) start with the right ingredients. If you're ready - to learn, grow, impact, and Move Forward Boldly - we’ve got your back and your path cooked to perfection.\nYour Recipe for Impact - What You’ll Do\nAs a Contact Center Senior Associate, you play a critical role in delivering exceptional support experiences while helping the Contact Center operate at its best. You serve as a trusted resource for frontline team members, providing guidance, resolving complex customer and restaurant issues, and helping protect service performance. Through proactive problem solving, coaching, and continuous improvement, you help create positive outcomes for customers, team members, and the business.\nEvery day, you bring our values to life by finding solutions that Make a Difference, supporting customers and teammates as you Serve with Heart, partnering across teams to Win as One, and identifying opportunities to improve processes and performance as you Move Forward Boldly.\nDay-to-Day Ingredients - Responsibilities\nAs a Contact Center Senior Associate, you will:\nLead real-time contact center operations to maintain service levels.\nResolve complex customer and operational issues.\nServe as an escalation point for frontline support teams.\nMonitor risks and adjust priorities to support business needs.\nCoach and support team members through real-time guidance.\nSupport SLA achievement and service recovery efforts.\nIdentify root causes and drive continuous improvement initiatives.\nContribute to training materials and knowledge base resources.\nCommunicate service trends, risks, and recommendations to leadership.\nPerform other duties and special projects as assigned.\nThe Sauce - Pay & Perks\nAs a Contact Center Senior Associate, you will receive:\nCompetitive Weekly Pay\nBonus Program\n5 weeks of PTO Starting on Day One\nFlex Weeks\nPaid Corporate Holidays\nPaid Parental Leave\n401(k) match $1/$1 up to 4%\nCompetitive Medical, Dental, and Vision Benefits\nShort-term and Long-term Disability Benefits\nOpportunities for Career Development and Growth\nWhataburger Family Foundation - Scholarship Program (dependents also eligible) and Hardship Grant Assistance\nDiscounted Meals for You and a Guest\nCell Phone Service Discounts\nComputer & Software Discounts\nFitness / Gym Discounts\nAwards and recognition for all you do\nRetirement Celebration Program\nWhat You Bring to the Table - Required Experience\nAs a Contact Center Senior Associate, you must have:\nHigh school diploma, GED, or equivalent work experience.\n3+ years of contact center, customer service, or related experience.\nStrong troubleshooting and problem-solving skills.\nKnowledge of contact center processes and procedures.\nStrong technical aptitude and system navigation skills.\nAbility to collaborate effectively across teams.\nStrong verbal and written communication skills.\nReliable attendance and schedule adherence.\nFlexibility to work outside standard business hours when needed.\nExtra Toppings - Desired Experience\nAs a Contact Center Senior Associate, we prefer you to have:\nExperience handling escalated customer and operational issues.\nExperience coaching or mentoring team members.\nExperience in a fast-paced contact center environment.\nKnowledge of service level metrics and workforce operations.\nExperience developing training materials and documentation.\nExperience with root cause analysis and process improvement.\nAbility to influence outcomes across cross-functional teams.\nWhere & How You’ll Work\nThis role is based at the San Antonio Home Office, working on-site Monday through Thursday with remote flexibility on Fridays. In this role, you’ll have strong collaboration with leadership, across cross-functional teams, and with external partners to align capabilities with restaurant realities. The work environment is fast-paced and requires sound judgment, strategic thinking, and strong collaboration skills. Full-timeavailability is required, with occasional extended hours based on business needs, along with occasional travel to properties, project sites, and external meetings. Candidates must reside within commuting distance of the San Antonio Home Office.\nWhataburger is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, age, or other condition or status protected by law. Whataburger participates in the federal E-Verify Program. For more information go to www.dhs.gov/E-Verify. 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