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Chick-fil-A Corporate Support Center · 4 days ago

Team Leader, Customer Support and Recovery

US-GA-Atlanta

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Chick-fil-A Corporate Support Center is seeking a Team Leader for their Customer Support and Recovery department. This role involves leading a team of Customer Support Agents to enhance customer experiences and achieve business goals through effective coaching and team management.

Customer ServiceFood and BeverageHospitalityRestaurantsSnack Food

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 1:1 meetings, 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

Qualification

Call Center ManagementTechnical Support ManagementCustomer ServiceHelp Desk ExperienceMicrosoft OfficeEffective Time ManagementTeam LeadershipIndependent Work