Chick-fil-A 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, Customers, 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 customer support, 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, Workforce Management is responsible for leading and motivating a team of Specialists and Real Time Agents who provide planning, forecasting, scheduling and real time resource management of in-center and remote agents.
If you are passionate about joining a championship team that focuses efforts on making it easy with care, Chick-fil-A Support Now is the place for you.
Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Call Center or workforce experience required
People development and leadership experience
Ability to work independently with minimal supervision
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
Knowledge and understanding of Chick-fil-A’s corporate Core Four Principles and Corporate Purpose
Proficient with Word, Excel, PowerPoint
Skills: technical or manual proficiencies that are learned through job training such as:
Analytical skills and problem-solving
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
Ability to manage and measure work
Strategic and clear vision planner