Team Leader, Workforce Management

Requisition ID 2022-11676
Job Function
Help Desk
Position Type
Experienced Professionals
Posting Location : Location
US-GA-Atlanta

Overview

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.

Responsibilities

  • Provides daily direction and insights to Workforce Team.
  • Push for continued process improvements and effortless experience for both the restaurant and customer support teams we serve.
  • Attend meetings and planning sessions that relate to overall operations of Support Now.
    • 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 staffing and scheduling of contact center.
  • Assist in the hiring and performance managing of the workforce team.
  • Oversee the overall performance of the workforce team’s work.
    • Provide immediate feedback to direct reports
    • Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with Support Now teams.
  • Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled contact center.
  • Serves as a trusted partner and advisor to leadership teams.
  • Partners with training and operations to coordinate all required training for the Support Now Agents.
  • Manages the workforce management system, related telephony and process in coordination with Information Technology for the contact center. Troubleshoots issues and recommends system modifications and enhancements.
  • Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction.
  • 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
  • 3-5 years of work experience
  • Call Center or workforce 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

3

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

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