Overview

The Principal Team Lead is responsible for leading Team Leads and IT Agents that provide proactive and reactive support for new restaurants and existing restaurants that are reopening after remodel. The Grand Openings Team supports both domestic and international grand openings and reinvestments across all Chick-fil-A concepts.

The Principal Team Lead oversees operations for their team to ensure all support experiences and requests are executed in a timely manner and achieve the highest levels of satisfaction. The Principal Team Lead helps shape strategy and define tactics designed to improve the Restaurant experience, elevate cross-functional collaboration, and enhance employee engagement and morale.

Responsibilities

• Oversees operations and provides daily direction to Team Leads who lead Agents
• Partners with Restaurant Support leadership and Strategy Teams to shape strategy, identify key tactics and define goals for team
• Guides team through various program and plan activations impacting Grand Openings Team to ensure successful execution
• Reviews operational metrics and shares insights with team to drive appropriate action and achieve goals
• Identifies opportunities and mobilizes resources to drive continuous improvement
• Collaborates with cross-functional partners inside and outside of department to deliver on key strategic goals - particularly International Team and Innovation and New Ventures Team
• Engages with Operators to strengthen relationships, build advocacy, and identify opportunities that will improve the Restaurant experience
• Coaches, develops and performance manages Team Leads to inspire excellence and continuous growth among the Team Leads and their direct reports
• Creates a culture of clarity, collaboration, and care across team and across the Restaurant Support function by providing a high level of challenge and support
• Maintains high engagement and morale through education, communication, and by displaying interest in teammates both professionally and personally
• Assists with interviews and selection of Grand Openings Staff
• Helps maintain master calendar of events and ensures Support Center flexible future expectations are met
• Assists with escalations as needed
• Leads and supports department projects and initiatives as necessary
• Continuously learns and keeps abreast of the latest research on Support behaviors, systems, and processes to achieve operational excellence

Minimum Qualifications

• Bachelor's degree
• 5-7 years work experience
• Call Center or technical experience required
• People development and leadership experience
• Ability to work independently with minimal supervision
• Knowledge: topics and information that are applied directly to the performance of work such as:
  • Generally accepted servant leadership principles
  • Supervisory experience
  • Knowledge and understanding of Chick-fil-A's corporate Core Four Principles and Corporate Purpose
  • Proficient with Word, Excel, PowerPoint
  • Process improvement
• Skills: technical or manual proficiencies that are learned through job training such as:
  • Analytical skills and problem-solving
  • Accountability
  • Adaptability
  • Proficient in collecting and analyzing complex data,
  • Outstanding verbal and written communication skills
  • Attention to details and good documentation skills
  • Good interpersonal skills
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
  • Ability to use good reasoning to interprets data;
  • Building strong relationships and motivating others
  • Self-motivator, works well under pressure and able to multi-task
  • Influencer of change across the business
  • Decision-making
  • Ability to manage and measure work
  • Strategic and clear vision planner

Preferred Qualifications

• Bacherlor's degree
• 3-5 years supervisory experience
• Leadership position leading teams and cross-functional teams;
• Customer service experience
• Help Desk/Call Center leadership experience, a plus
• Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience

5

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

Preferred Level of Education

Bachelors Degree