Team Leader, Restaurant Technology Support

mprovements 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 meetings with CFA Staff and Vendors to discuss issues, causes and/or bug fix of escalation
• Act as an 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 and review online cases (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.

Minimum Qualifications

• 3+ years of experience
• Bachelor's degree
• People development and leadership experience
• Ability to work independently with minimal supervision
• 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 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 sound reasoning to interpret data;

  • Building strong relationships and motivating others

Preferred Qualifications

• 1-3 years of leadership or 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

Minimum Years of Experience

3

Travel Requirements

10%

Required Level of Education

Bachelor's Degree