The Sr. Principal Team Leader of Customer Support and Recovery is responsible for leading contact center operations for the Customer Support and Recovery Team. The Senior Principal Team Leader leads a team comprised of Level 1 Agents, Escalated Support, and Executive Customer Relations. Core duties include developing and overseeing implementation of key strategies for Customer Support and Recovery and building a high-performance leadership team. Tactical emphasis is placed on delivering a consistently excellent customer experience as measured by various service level objectives and quality metrics. The Sr. Principal will also lead specific responsibilities associated with the operational transition of customer support from fully outsourced to fully in-housed, following the strategic roadmap.
The ideal candidate will have proven operational experience, have experience with analyzing daily data to identify operational improvements, have excellent communication skills, and possess the ability to influence across multiple teams, departments, and levels of leadership.
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.
7
15%
Bachelor's Degree
Master's Degree
Position Sr. Principal Team Leader, Customer Support and Recovery • Atlanta, GA, United States
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