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Team Leader, Contact Center (12:00 - 8:30Pm Shift)

Company

Chick-fil-A, Inc.
Address , Atlanta, 30349, Ga
Employment type
Salary
Expires 2023-06-26
Posted at 1 year ago
Job Description
Overview:
**This role supports our Online IT Agent team and will be a shift start time of 12:00pm**

Support Now provides 24/7 support services to over 2,900 quick-service restaurants. As part of Support Now, the Team Lead, Restaurant Technology Support - Online is responsible for leading and motivating a team of Agents who provide IT troubleshooting support to our Chick-fil-A Franchisees – Operators and Team Members.

This role will support Agents that work between 10:00am-11:30pm and will need to be focus their work day between 12:00pm-8:30pm.

If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities:
  • Provides feedback to leadership team on performance metrics.
  • Provides daily direction and insights to a team of IT Agents who primarily support the online channel
  • Maintains high morale through education, communication, displaying interest in the agents both professionally and personally.
  • Oversees the overall performance of the team’s tickets.
  • Assists in interview and selection process for IT agents.
  • Recognizes employees for exceeding expectations and/or creating remarkable experiences.
  • Attends meetings and planning sessions that relate to IT support.
  • Ensures that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role
  • Assists with projects as necessary
  • Works closely with Workforce Management to make sure proper staffing and coverage is in place for IT support
  • Periodically monitors (remotely and side by side) to improve quality, minimize errors, and track agent performance
  • Provides immediate feedback to direct reports related to key performance measures and expected behaviors
  • Monitors agents’ incidents for possible coaching/training opportunities
  • Holds regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans, and determine training needs
  • Acts as escalation point for all requests and incidents related to IT support.
  • Leads coaching, development, and performance management efforts for team of IT Agents
  • Collaborate with Restaurant Support Online Leadership to create a best in class Online support for Chick-fil-A Restaurants.
Minimum Qualifications:
  • Bachelor's Degree
  • 5-7 years of relevant work experience
Preferred Qualifications:
  • 1-3 years of supervisory experience
  • Hospitality and/or Chick-fil-A restaurant experience, a plus
  • Leadership position leading team(s)
  • Help Desk/Call Center leadership experience, a plus
  • Customer service experience
Minimum Years of Experience: 5 Travel Requirements: 10% Required Level of Education: Bachelor's Degree