Sr. Team Leader, Self Service

Job Description

Overview

As a Sr. Team Leader, you will be responsible for leading a group of analysts that respond to and troubleshoot tickets submitted through the self-service portal. This position will also be responsible for ensuring solutions are captured in knowledge articles to create increased usage of self-service adoption in the restaurants resulting in ticket deflection. This role will be charged with proactively discovering opportunities to improve this platform. The Sr. Team Leader will be required to communicate proactively to many different parties regarding recommendations, solution, etc. to any new customer or platform needs.

As the leader of this team, you will need to influence direct reports, peer and other leaders to continue to improve this platform over time perhaps even morphing into the new way of doing support across the organization. Therefore, a high-level of influence is needed to lead this team effectively and to steward the operational impact of this platform. The ideal candidate will have a proven track record of influencing down, side-ways and up in a way in which change happens effortlessly amongst various parties. This position will need to demonstrate proactive behavior so that continual adjustments happen quickly, seamlessly while always considering the bigger picture.

Responsibilities

• Formally supervises, leads, and directs a group of professionals, and has full technical responsibility for the results of the team’s efforts
• Determines work assignments, schedules, and conducts reviews of work in progress
• Provides guidance and accountability as needed
• Responsible for training and development of their team
• Estimates personnel needs, interprets and ensures consistent application of organization policies
• Has a significant understanding of service management practices, analytic methodologies, relevant KPIs and can apply that knowledge in the planning, execution, and maintenance of their team’s work.
• Has a significant understanding of how different business issues affect our ability to respond to internal and external stakeholder and understands best practices from best-in-class performers in relevant industries/markets in order to provide creative solutions to critical needs.
• Has significant skill/knowledge related to data availability, data access and creating sustainable & high-performance connections to data that support ongoing analysis & reporting.
• Has authority to determine a variety of personnel actions and/or decisions and executes mid-year and year-end milestones for analysts
• May personally solve particularly difficult technical problems and possesses significant skills in understanding the underlying questions/challenges presented by clients before declaring next steps, challenging assumptions, or skipping to problem solving steps.
• May frequently conduct research that allows the team to guide clients to solutions that the client recognizes as priorities but will also provide support/recommendations for proactively discovering other higher-level needs and will bring those to the appropriate level.
• Has significant experience with storytelling, prioritization of recommendations based on value added and effort needed and influences leadership on where efforts need to be focused.
• Removes obstacles and provides guidance and coaching to the team.
• May assist with the selection and/or oversight (including assistance with financial and/or budgetary management) of outside partners and professionals to effectively deliver outcomes and results
• Stays ahead on researching and understanding trends in the areas of their team expertise and service management in order to ensure we continue to reach higher levels of support and that we maximize the impact on the organization
• Provides strategy and planning support to upper leadership

Minimum Qualifications

• Bachelor’s Degree in Business, Information Technology or related field
• 2+ years of experience in a people management role or equivalent
• 3 – 5 years call center or restaurant experience

Minimum Years of Experience

Travel Requirements

Required Level of Education

Major/Concentration