Project Lead, Contact Center Training

Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service Restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.  

In collaboration with Learning and Development, the CS&R Training team prepares Agents to support Chick-fil-A Guests. The training team partners with Learning and Development to design learning material, facilitate instructor-led classes and develop training plans.

We are looking for friendly and enthusiastic people who enjoy serving others. You must be motivated, work well under pressure, and have strong influential skills. 

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.

Responsibilities

• Partner with business stakeholders, Learning & Development and Initiative Management teams to ensure that CS&R is prepared for rollouts, pilots, and changes that will impact our customers.
• Act as a consultant to Learning & Development on program design and content creation to determine the effectiveness of the material.
• Identify training needs by consulting with stakeholders to determine skills or knowledge gaps that need to be addressed and coordinate with Learning & Development to address those needs.
• Partner with Learning & Development to develop the CS&R journey map and/or strategic plan.
• Own and build out a strategic training plan for all CS&R associates.
• Manage the developing and delivering of training solutions that meet business needs with intake requests, drafting and proposing high level design, at times developing and executing design in house for initiatives not supported by L&D.
• Work closely with the Sr. Program Lead, Learning Designer, Learning Programs and Delivery and Sr. Principal Program Lead to ensure success of the CS&R training program.
• Lead regular cross-functional meetings to provide insights on CS&R operations and learning needs.
• Periodically attend training sessions to assess the instructional effectiveness and determine the impact of training.
• Market available training opportunities to Team Leads and Agent.
• Develop and steward training communication strategy, platform, and assets for CS&R.
• Provide support for new employees during the HELP onboarding/nesting period.
• Manage the CS&R Experience for business partners to better understand CS&R operations.
• Partner with Learning & Development to create Restaurant Fluency material.
• Maintain a skills database for all Agents (technical and soft-skills).
• Conduct one-on-one coaching sessions for new Agents during the nesting period
• Provide feedback in the First 90-Day assessment for new Agents\Build, foster, and maintain positive professional relationships with Operations and Business Services Leads. 

Minimum Qualifications

• Bachelor's Degree required
• Minimum of 5 years relevant work experience

Preferred Qualifications

• Master's Degree preferred
• Experience in education and/or instructional design

• Contact center or help desk experience

• Chick-fil-A restaurant experience

• Experience building and maintaining training program

• Strong written and verbal communication skills

• High executive presence

• Training Design Certification ADDIE/SAM

• Project Management Skills

• Lean Six Sigma Green Belt Certification

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education