What are the responsibilities and job description for the Team Leader, Contact Center (12:00 - 8:30pm Shift) position at Chick fil A, Inc.?
**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.
- Provides daily direction and insights to a team of IT Agents who primarily support the online channel
- Attends meetings and planning sessions that relate to IT support.
- 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.
- Assists in interview and selection process for IT agents.
- Oversees the overall performance of the team’s tickets.
- Monitors agents’ incidents for possible coaching/training opportunities
- Provides immediate feedback to direct reports related to key performance measures and expected behaviors
- Periodically monitors (remotely and side by side) to improve quality, minimize errors, and track agent performance
- Ensures that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role
- Provides feedback to leadership team on performance metrics.
- Works closely with Workforce Management to make sure proper staffing and coverage is in place for IT support
- Leads coaching, development, and performance management efforts for team of IT Agents
- Recognizes employees for exceeding expectations and/or creating remarkable experiences.
- Maintains high morale through education, communication, displaying interest in the agents both professionally and personally.
- Collaborate with Restaurant Support Online Leadership to create a best in class Online support for Chick-fil-A Restaurants.
- Assists with projects as necessary
- Bachelor's Degree
- 5-7 years of relevant work experience
- 1-3 years of supervisory experience
- Leadership position leading team(s)
- Customer service experience
- Help Desk/Call Center leadership experience, a plus
- Hospitality and/or Chick-fil-A restaurant experience, a plus
5
10%
Bachelor's Degree
