Contractors’ Warehouse —
PROJECT MANAGER – Capital Project Support

To coordinate the creation and on-going call center support for national At-Home Service programs. Work directly with National Install Managers and other Home Depot internal customers to coordinate the requirements and service level agreements with Home Depot call centers or outsourced vendors.

Key Responsibilities:

• Manage relationship between mulitple AHS NIM’s and the various call center locations.
• Coordinate and ensure appropriate reporting is in place and identify any performance issues.
• Partner with necessary parties to predict and monitor staffing levels.
• Document, submit and monitor systems change requests.
• Review overall strategy and effectiveness of call center support of multiple programs.
• Partner with Learning organization to ensure training; be prepared to deliver training when/if needed.
• Attend JMS(joint monitoring sessions) and identify and facilitate changes as a result thereof.
• Facilitate new program development as new programs and services are identified by AHS NIM’s.

Direct Manager/Direct Reports:

• Director of National Programs
• No associates report to this role on a permanent basis, but requires the technical leadership of a project work team: may select team members and assess capabilities, provide technical training, provide information necessary to meet work, project or program objectives, evaluate program or project performance.

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Previous call center experience is preferred, but not required.
• Previous experience determining staffing requirements helpful.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Project management to coordinate multiple projects at one time
• Analytical skills sufficient to identify call center performance issues
• Facilitation skills to effectively bring together business users and call center support team
• Stong communication skills to interpret user requirements.