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Home Depot The Home Depot PRO - Senior Analyst Customer Service in Jacksonville, Florida

POSITION PURPOSE

This is an excellent opportunity for a Customer Service Senior Analyst. This position will support many different operational aspects of Customer Service which could include quality, process mapping, training & development, reporting, technology, etc... This position is based out of the Jacksonville, FL corporate location.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 25%- Responsible for in-depth analysis of operational performance and results. Recommend and take corrective actions as necessary. Set-up standard reporting templates and time-frames for publication.

  • 25%- Analyze and ensure optimal process execution across the multiple Customer Service Call centers. Utilize Key Performance Indicators (KPI) to recommend best practices and operational efficiency.

  • 25%- Utilize baseline process mapping and quality tool to improve process consistency, driving improved productivity in the call centers and improve the overall customer experience.

  • 20%- Leverage technology capabilities within Customer Service and ensure all operations, processes and initiatives maximize those capabilities to drive optimal performance

  • 5%- Other duties and percentages may change or be assigned based on the needs of the department and organization.

NATURE AND SCOPE

This position reports to the Sr. Manager Customer Service.

This position has 0-1 direct reports.

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.

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

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: 3 years

PHYSICAL REQUIREMENTS:

Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).

ADDITIONAL QUALIFICATIONS

  • Advanced computer knowledge; skills are required (Microsoft Office); Excel; Access; Power-point presentation, pivot tables, vlook up

PREFERRED QUALIFICATIONS:

  • Bachelor's degree

  • Six Sigma certification

  • Customer Service supervisory experience

  • Experience with Quality Assurance programs

  • Knowledge of Call Center technology platforms including call recording systems (e.g., NICE) and contact delivery systems (AACC)

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

  • Strong process knowledge, process mapping competencies

  • Excellent analytical skills

  • Project management capabilities

  • Leadership presence and the ability to influence others

  • Excellent teamwork and communication skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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