Home Depot HDE CONTACT CENTER SUPERVISOR in Marietta, Georgia
Incumbent is responsible for ensuring the business goals of the departments are met. They are responsible for delivering quality results and maximizing customer satisfaction while demonstrating the core values of The Home Depot. The supervisor must have a comprehensive knowledge of HDE products, installation, and/or lead/appointment processes. The supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training, and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders, including field associates and customers.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50%-Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met.
25%-Recruit, hire, train, and manage customer service representatives in completing their tasks and meeting goals established by leadership team.
25%-Identify and address training and performance opportunities to improve position and department performance.
NATURE AND SCOPE
This position reports to a Manager or above.
This position has 8-15 direct reports
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 3 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.
-Previous Supervisor/Management experience.
-Knowledge or experience in the home improvement industry.
-Bilingual preferred, but not required.
-Strong agent and team development.
-Experience in a call center environment
Knowledge, Skills, Abilities and Competencies:
-Excellent leadership skills.
-Excellent communication skills, both written and oral.
-Able to use Microsoft Office products and type 25-30 wpm, heavy Excel knowledge and experience.
-Proven experience managing multiple tasks simultaneously.
-Problem solving ability.
-Effective manager, successful recruiting experience, effective time management, effective resource and workload management, customer service and dispute resolution skills.
-Superior Customer Service skill is essential. 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.