Team Leader, Customer Support and Recovery

Chick-fil-A•College Park, GA

48d•Hybrid

About The Position

Overview Chick-fil-A Customer Support and Recovery (CS&R) is a sub-department of Field Operations. We provide support by making it easy with care for our customers (restaurant guests) to get answers and solve problems. We measure success by the speed, accuracy, and experience we provide. We support Chick-fil-A customer-facing Digital Platforms (mobile ordering application and chick-fil-a.com) and the customer loyalty program, as well as feedback and inquiries related to a restaurant experience or our brand. We focus on continuous improvement, strategy and data insights to make things better today and pursue what's next for tomorrow. This role supports our Customer Support Agent team and will have a 10:00am-6:30pm schedule and on-call in the evenings and on Saturdays. If you are seeking to join a championship team that is passionate about making it easy with care for our customers and restoring trust in moments that matter, Chick-fil-A CS&R is the place for you. The Operations Team Lead role is responsible for leading a group of frontline Customer Support Agents who support our restaurant customers. This role includes maximizing team performance to meet business goals, stewarding team culture, coaching team growth and development, and supporting the CS&R strategy through projects and cross-functional teams. This role is a champion and advocate both for our customer and for their own team. 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.

Requirements

Bachelor's degree
3or more years of experience
Call Center or Technical Support Management experience required
Flexibility in schedule, including but not limited to occasionally working evenings up to 10pm and being on-call Saturdays
Working knowledge of Microsoft Office
Ability to work independently with minimal supervision
Effective time management skills

Nice To Haves

Bachelor's degree in IT; Computer Information Systems; Business, Marketing or related field
In addition to overall work experience, 3+ years Help Desk/Call Center experience preferred
Customer service experience
Hospitality and/or Chick-fil-A restaurant experience, a plus

Responsibilities

Provides daily direction and insights to a team of in-office and remote Customer Support Agents
Create team goals and collaborate on individual goals across the team to achieve business and department goals
Engage with team via 1:1meetings, team meetings and digital channels to: Review and coach to key metrics in the areas of speed, accuracy and experience Remove roadblocks and support team in their core work Reinforce the purpose, vision, mission, values and goals of department and business
Provide meaningful feedback on a regular basis, as well as a part of the yearly review cycle
Act as escalation point for all requests and incidents related to frontline customer support.
Assist in hiring and onboarding customer support agents.
Oversee the overall performance of the team's tickets and calls.
Manage SOP adherence, queue management
Monitor analyst's cases and calls for possible coaching/training opportunities
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.
Provide input into strategic direction of team
Collaborate on special projects and cross-functional teams within the department and around the business
Maintain focus on continued process improvements and effortless experience for the customers we serve
Work closely with Workforce Management to make sure proper staffing and coverage is in place for customer support
Recognize employees for exceeding expectations and/or creating remarkable experiences.