Team Leader, Contact Center (6:30am - 3:00pm Shift)

**This role supports our Phone IT Agent team and will be a shift start time of 6:30am**

Support Now provides 24/7 support services to over 2,900 quick-service restaurants. As part of Support Now, the Team Lead, Restaurant Technology Support - Online is responsible for leading and motivating a team of Agents who provide IT troubleshooting support to our Chick-fil-A Franchisees – Operators and Team Members.

This role will support Agents that work between shift-based roles and will need to be focus their work day between 6:30am - 3:00pm.

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. 

• Provides daily direction and insights to a team of in-office and remote IT Analysts
• 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 meeting 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 the IT analysts.
• Oversee the overall performance of the team’s tickets and calls.
  • Provide immediate feedback to direct reports
  • Manage SOP adherence, queue management
  • Monitor analyst’s incidents for possible 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 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. 

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

• 1-3 years supervisory experience
• Leadership position leading team(s)
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus