The Home Depot is a growing business looking for top talent to lead our customer engagement teams of associates who support homedepot.com customers. As we strive to provide an “Effortless Customer Experience” for our customers, we need strong, customer-driven, engaging, and motivated leaders to lead teams of customer service representatives in our phones-based and messaging teams. Join out team as a Contact Center Supervisor. This leader is responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of 15 – 20 contact center associates. A successful candidate leads and coaches assigned teams in a manner that assures quality customer interaction, builds and retains customer relationships, and is committed to the timely delivery of The Home Depot’s products and services. The supervisor contributes to the overall success and profitability of the contact center by ensuring that assigned teams meet and/or exceeds department goals and objectives. The most successful candidate will also have comfort and experience with leading team members using an employee-driven methodology of goal setting, accountability, and reward.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
50% Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals. This includes ensuring customer transactions are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence and attendance and managing change.
20% Supports the building and developing of an effective and high performance team. Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads and directs in a manner that inspires employees, galvanizes associate engagement and produces desired business outcomes.
15% Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required. Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed.
15% Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
NATURE AND SCOPE
Position reports to the Manager or Sr. Manager, Contact Center
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
Located in a comfortable indoor area. Any unpleasant condition
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States. Additional Minimum Qualifications:
Years of Relevant Work Experience: 4 years
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.
Knowledge, Skills, Abilities and Competencies:
Excellent verbal and written communication skills.
Strong problem solving, formulation, follow through, reasoning/logic and analytical skills.
Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports.