• Manage the queues for tickets and emails within the teams to ensure process adherence of ITIL best practice and SLAs. • Assess each new ticket for completeness/accuracy of information, determine priority and the appropriate resource it should be assigned to. • Ensure team member's ticket workloads are evenly balanced, where possible. • Manage aged tickets by escalating or reassigning to other resources. • Assist in proactive problem management process designed to identify recurring incidents. • Participate in Quality Assurance Reviews of select tickets. • Work closely with all Supervisors to ensure SLAs are being adhered to. • Other Quality Assurance duties as assigned.

Supervising Staff: Shift managers are responsible for overseeing and directing the work of the restaurant's staff during their shift. This includes assigning tasks, providing guidance, and ensuring employees follow company policies and procedures.Customer Service: Ensuring excellent customer service is a top priority. Shift managers should address customer concerns, resolve complaints, and ensure that guests have a positive dining experience.Food Preparation: Assist with food preparation, ensuring that food is cooked and assembled according to Arby's standards. They should also monitor food quality and safety.Inventory Management: Managing inventory is crucial to avoid running out of essential ingredients and minimizing waste. Shift managers may be responsible for taking inventory, placing orders, and monitoring stock levels.Cash Handling: Shift managers often handle cash registers and may be responsible for counting cash drawers, making change, and ensuring all transactions are accurate.Training: Training new employees and providing ongoing training and guidance to existing staff members is part of the role. This includes teaching them how to perform their tasks efficiently and safely.Maintaining Cleanliness: Ensuring that the restaurant is clean and meets hygiene standards is crucial. This includes overseeing cleaning tasks and ensuring that the dining area, kitchen, and restrooms are all well-maintained. Problem-Solving: Shift managers often need to make quick decisions and address unexpected issues that arise during their shift, such as equipment malfunctions or staffing challenges.Communication: Shift managers must communicate effectively with both the staff and upper management, providing updates, reporting issues, and conveying information as necessary.