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.

As part of the Field Operations Services department, the Team Lead, Escalated Support is responsible for leading and motivating a team of Specialists who provide escalated IT troubleshooting support to our Chick-fil-A Franchisees - Operators and Team Members and front-line agents.

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

• Provides daily direction and insights to a team of in-office and remote Specialists.
• Push for continued process improvements and effortless experience for the Restaurants we serve
• Attend meetings and planning sessions that relate to IT support.
  • Hold 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
  • Attend weekly meetings with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation
• Act as escalation point for all requests and incidents related to IT support.
• Assist in the hiring and performance managing of the Specialists.
• Oversee the overall performance of the team's tickets and calls.
  • Provide immediate feedback to direct reports
  • Manage SOP adherence, queue management
  • Monitor Specialist's incidents for coaching/training opportunities
  • Periodically listen to calls (remotely and side by side) to improve quality, minimize errors, and track analyst performance
  • Ensure that direct reports receive proper QA advisement, KCS (Knowledge Centered Service) mentoring, and other necessary training to be successful in role
  • Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics.
• Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support
• Recognize employees for exceeding expectations and/or creating remarkable experiences.
  • Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

• Bachelor's degree
• 5-7 years of work experience
• Call Center or technical experience required
• People development and leadership experience
• Ability to work independently with minimal supervision

Preferred Qualifications

• 1-3 years 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
• 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

Minimum Years of Experience

5

Travel Requirements

5%

Required Level of Education

Bachelor's Degree