Principal Team Leader, Restaurant Technology Operations

Support Now provides 24/6 support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get IT support in operation support, systems and application support, networking support, and other hardware and software technologies that are utilized by our Franchisees. 

The Principal Team Leader, Restaurant Technology Support will oversee Team Leaders responsible for IT Agents serving restaurants 24 hours, 6 days a week. This leader will provide oversight of day-to-day operations, ensure their team is meeting and exceeding expectations in regard to performance metrics/benchmarks, ensuring standards and processes are followed to provide effective customer service, and leading strategy for a support channel. Because this leader will be responsible for an organization that supports Restaurants 24/6, there will be an expectation for them to be present quarterly in the early morning and evening to show care for their teams.

The ideal candidate has strong leadership abilities, a forward-thinking and collaborative mindset, and demonstrates excellent relationship-building skills with direct reports, leaders, and peers.

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.

• Provide daily direction and insights to 3 Team Leads who each lead a team of 9-12 Level 1 Agents
• Oversee performance of Team Leads and Agents responsible for providing general IT support to Chick-fil-A restaurants
• Ensure the professional development of Team Leads along with their direct reports
• Execute the overall Restaurant Support strategy and push for process improvements to create and maintain an effortless experience for the Restaurants we serve
• Lead the strategy of a support channel (either the Phone Channel or Online Channel) to maximize team performance and continual process improvement in partnership with our Product team
• Attend meetings and planning sessions that relate to Restaurant Technology Support, Restaurant Support, and Support Now
• Assist with the interviewing and selection of new staff to Restaurant Technology Support team 
• Collaborate with workforce management to make sure proper staffing and coverage is in place for support
• Provide feedback and recommendations alongside peers to the Support Now Leadership Team on performance metrics for Restaurant Technology Support
• Monitor feedback on caller satisfaction surveys as well as randomly listen to calls for possible caller follow-up and general coaching/training opportunities to improve quality, minimize errors and track Agent performance
• At least quarterly work in a Chick-fil-A Restaurant to continue to understand and appreciate our Restaurant operations. 
• Attend meetings with Chick-fil-A staff and Vendors to address gaps and improve processes
• Partner with teams including, but not limited to, Quality Assurance, Escalated Support, and Problem Management to identify desk trends, process gaps, and training opportunities for Agents 
• Hold regular one on one meetings with Team Leads to reinforce the vision, common goals, individual goals, discuss performance and development plans
• Recognize employees for exceeding expectations and/or creating remarkable experiences
• Maintain high morale through education, communication, and displaying interest in teammates both professionally and personally
• Lead and support department projects and initiatives as necessary

• Bachelor's degree in Business, Marketing or related field
• 6+ years of experience

Knowledge:

• 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: 

• 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: 

• Ability to use good reasoning to interpret data
• Building strong relationships and motivating others
• Self-motivator, works well under pressure and able to multi-task 
• Influence change across the business
• Decision-making
• Ability to manage and measure work 
• Strategic and possess ability to cast vision and enroll others

• Master's degree in Business, Marketing or related field
• 8+ years of experience