The safety of our associates and customers is our top priority.
Customer and associates are required to wear face coverings
Required social distancing measures are reinforced with markings throughout the building
Sanitizing wipes, spray, and/or gel provided and readily available
Daily health and temperature checks are required for associates
Thermometers and face coverings are provided for every associate
Increased cleaning frequency and enhanced sanitation efforts throughout the building
Installed plexiglass shields at checkout and service desk
Adjusted breakrooms and common areas for greater social distancing
First Section (conditionals): Residential Sales: Benefits Corporate: Accordion Description Retail/Hourly: Also Near You Warehouse Associate: Also Near You Contact Center: Home Depot Difference/Benefits
Second Section (conditionals): Retail/Hourly: Benefits
– Warehouse Support Benefits Warehouse Associate: Benefits Contact Center: Team Quotes Corporate & Technology: Benefits
Hear From Our Team
“It’s great to work for a company that has the same values professionally as I do personally.”
“This is my third call center – first one was all about the numbers. Here, it doesn’t even feel like you have metrics, you just do what you would want people to do for you as a customer.”
“I’ve never had all the benefits you offer to us … health insurance, stock… the list goes on and on.”
Third Section (conditionals): Warehouse Associate: Our Facilities Corporate: None Warehouse Support: Our Facilities Residential Sales: About This Role / Did You Know Retail/Hourly & Warehouse Associate (4th sect): About This Role / Did You Know Contact Center: Description & Images
About This Role
POSITION PURPOSE The Online Contact Center Real Time Administrator is responsible for executing intraday and real-time strategy for assigned line(s) of business. Assigned responsibilities may include agent skilling changes in Avaya CMS and other systems, updating and sending intraday reporting using a standardized template, recruiting overtime and/or voluntary time off based upon predetermined guidelines or direction, sending alerts associated with productivity and workload to business leaders, monitor and input attendance occurrences, and similar tasks. Supported business units operate through traditional inbound and outbound telephone calls, written communication channels (SMS, e-mail, social media, chat), and case management. Frequent coordination with peers and leaders in other Workforce Management roles and Operations will be necessary. A successful Real Time Administrator will be able to shift focus on the fly, remember to perform tasks without being prompted, and follow written process.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES Monitors real-time business performance and makes necessary skilling and staffing changes Supports attendance lines and occurrence entries Fields requests from internal customers for offline time Other duties as assigned.
NATURE AND SCOPE Typically reports to the Real Time Supervisor Responsible for helping others and providing on-the-job training or guidance
ENVIRONMENTAL JOB REQUIREMENTS Environment: Located in a comfortable indoor area. Any unpleasant condition would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
Qualifications & 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 a high school diploma and/or GED.
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.
Previous workforce experience
Previous technical support or help desk experience
Previous experience with NICE/IEX
Bachelor’s degree preferred
Knowledge, Skills, Abilities and Competencies: Call Center Experience Analytical thinking Strong verbal and written communication skills Strong Interpersonal Skills Ability to train technical and workforce skills