The Home Depot, Inc.
Home DepotTo Apply for this position, please CLICK HERE
POSITION PURPOSE The Contact Center Supervisor manages a team of 10 - 15 associates in a contact center environment that provide quality customer service to Home Depot associates and managers by recording transactional data into the HR system, responding to pay and HR inquiries and escalating issues for further research as needed. Duties may include personnel issues, training, and customer service. Duties include:
Supervising, coaching and providing counsel to contact center associates\u00a0
Ensuring issues are handled efficiently, accurately and in a timely manner\u00a0
Working directly with Managers to achieve all contact center goals and objectives\u00a0
Utilizing call routing and staffing applications such as Impact 360, CentreVu, CMS and other tools\u00a0
Leading team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for associates to provide input to the Management team
MAJOR TASKS, RESPONSIBILITIES, AND KEY ACCOUNTABILITIES
60% Supervises associates to ensure calls and transactions are processed in a timely and accurate manner\u00a0
10% Provides coaching to team and resolves issues/needs\u00a0
10% Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures\u00a0
10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively\u00a0
10% Assist Associate Support Manager by identifying work procedures, prepare work schedules and expedite workflow
NATURE AND SCOPE Reports to Associate Support Manager Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates. ENVIRONMENTAL JOB REQUIREMENTS Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Travel: Typically requires overnight travel less than 10% of the time. Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS Must be eighteen years of age or older. Must be legally permitted to work in the United States. Additional Minimum Qualifications: Education Required: The knowledge, skills and abilities typically acquired through the completion of an associate's degree program or equivalent degree in a field of study related to the job. Years of Relevant Work Experience: 2 years Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Additional Qualifications: Ability to investigate quality, efficiency, attrition and other issues to identify opportunities for process improvement and implement action plans, if appropriate Preferred Qualifications:
Prior supervisory experience in customer service, call center or HR\u00a0
Ability to manage multiple priorities\u00a0
Patience, teamwork, motivation, upbeat and a great attitude.\u00a0
Strong attention to detail\u00a0
Excellent interpersonal skills
Knowledge, Skills, Abilities and Competencies:
Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment.\u00a0
Excellent people skills.\u00a0
Bilingual Spanish is a plus but not required\u00a0
Hard working, self-starter, and a problem solver.\u00a0
Strong organization and time management skills\u00a0
Excellent verbal and written communication skills.
The Home Depot, Inc.
Website : http://www.homedepot.com
The Home Depot was founded in 1978 by Bernie Marcus and Arthur Blank. Along with investment banker Ken Langone and merchandising guru Pat Farrah, the founders’ vision of one-stop shopping for the do-it-yourselfer came to fruition when they opened the first two Home Depot stores on June 22, 1979, in Atlanta, Georgia. The first stores, at around 60,000 square feet each, were cavernous warehouses that dwarfed the competition and stocked 25,000 SKUs, much more than the average hardware store at that time. Empty boxes piled high on the shelves gave the illusion of even more product. From the start, associates were able to offer the best customer service in the industry, guiding customers through projects such as laying tile, changing a fill valve or handling a power tool. Not only did store associates undergo rigorous product knowledge training, but they also began offering clinics so customers could learn how to do it themselves. The Home Depot revolutionized the home improvement industry by bringing the know-how and the tools to the consumer and by saving them money.