Support Now provides 24/6 support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get IT support in operation support, systems and application support, networking support, and other hardware and software technologies that are utilized by our Franchisees.
The Principal Team Leader, Restaurant Technology Support will oversee Team Leaders responsible for IT Agents serving restaurants 24 hours, 6 days a week. This leader will provide oversight of day-to-day operations, ensure their team is meeting and exceeding expectations in regard to performance metrics/benchmarks, ensuring standards and processes are followed to provide effective customer service, and leading strategy for a support channel. Because this leader will be responsible for an organization that supports Restaurants 24/6, there will be an expectation for them to be present quarterly in the early morning and evening to show care for their teams.
The ideal candidate has strong leadership abilities, a forward-thinking and collaborative mindset, and demonstrates excellent relationship-building skills with direct reports, leaders, and peers.
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 Provide daily direction and insights to 3 Team Leads who each lead a team of 9-12 Level 1 AgentsOversee performance of Team Leads and Agents responsible for providing general IT support to Chick-fil-A restaurantsEnsure the professional development of Team Leads along with their direct reportsExecute the overall Restaurant Support strategy and push for process improvements to create and maintain an effortless experience for the Restaurants we serveLead the strategy of a support channel (either the Phone Channel or Online Channel) to maximize team performance and continual process improvement in partnership with our Product teamAttend meetings and planning sessions that relate to Restaurant Technology Support, Restaurant Support, and Support NowAssist with the interviewing and selection of new staff to Restaurant Technology Support team Collaborate with workforce management to make sure proper staffing and coverage is in place for supportProvide feedback and recommendations alongside peers to the Support Now Leadership Team on performance metrics for Restaurant Technology SupportMonitor feedback on caller satisfaction surveys as well as randomly listen to calls for possible caller follow-up and general coaching/training opportunities to improve quality, minimize errors and track Agent performanceAt least quarterly work in a Chick-fil-A Restaurant to continue to understand and appreciate our Restaurant operations. Attend meetings with Chick-fil-A staff and Vendors to address gaps and improve processesPartner with teams including, but not limited to, Quality Assurance, Escalated Support, and Problem Management to identify desk trends, process gaps, and training opportunities for Agents Hold regular one on one meetings with Team Leads to reinforce the vision, common goals, individual goals, discuss performance and development plansRecognize employees for exceeding expectations and/or creating remarkable experiencesMaintain high morale through education, communication, and displaying interest in teammates both professionally and personallyLead and support department projects and initiatives as necessary Minimum Qualifications Bachelor's degree in Business, Marketing or related field6+ years of experience
Knowledge:
Generally accepted servant leadership principlesSupervisory experience Knowledge and understanding of Chick-fil-A’s corporate Core Four Principles and Corporate PurposeProficient with Word, Excel, PowerPointProcess improvement
Skills:
Analytical skills and problem-solving AccountabilityAdaptability Proficient in collecting and analyzing complex dataOutstanding verbal and written communication skillsAttention to details and good documentation skills Good interpersonal skills
Abilities:
Ability to use good reasoning to interpret dataBuilding strong relationships and motivating othersSelf-motivator, works well under pressure and able to multi-task Influence change across the businessDecision-makingAbility to manage and measure work Strategic and possess ability to cast vision and enroll others Preferred Qualifications Master's degree in Business, Marketing or related field8+ years of experience Minimum Years of Experience 6 Travel Requirements 10% Required Level of Education Bachelor's Degree Preferred Level of Education Master's Degree Submit Resume ApplyApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeedInterested in this opportunity?
Chick-fil-A, Inc. is an equal opportunity employer that values diversity and inclusion. We make employment decisions on the basis of qualifications, merit and business need. It is and has been the policy of Chick-fil-A to ensure that all individuals are provided equal employment opportunities without regard to disability. Accordingly, Chick-fil-A will make reasonable accommodation(s) for the physical and/or mental limitation(s) of an otherwise qualified individual with a disability - whether an applicant or current employee - unless an undue hardship would result. If you believe you may require a reasonable accommodation due to a disability in connection with your application and/or the hiring process, please contact staffselection@chick-fil-a.com as soon as you realize this need. Application FAQs