21 days old

HDMS Contact Center Sales Manager

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E\u003Cbr /\u003EThe Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center. This includes driving operational metrics, expense control, staffing, and quality. They are also actively involved in building customer service enhancements and process improvements. Develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E\u003Cbr /\u003E20% Customer Focus - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E20% Plans \u0026 Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ENature and Scope:\u003C/strong\u003E\u003Cbr /\u003EThis position typically reports to Contact Center Sr Manager-HDMS\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003EThis position has 3\u002B Direct Reports\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironmental Job Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003ETravel:\u003C/strong\u003E\u003Cbr /\u003ENo travel required.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003EMust be eighteen years of age or older.\u003Cbr /\u003EMust be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EYears of Relevant Work Experience:\u003C/strong\u003E\u003Cbr /\u003E2 years\u003Cbr /\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003EMost 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.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E2\u002B years of previous leadership experience\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E- Working knowledge of Microsoft Office Suite\u003Cbr /\u003E- Working knowledge of Tableau\u003Cbr /\u003E- Working knowledge of presentation software (e.g., Microsoft PowerPoint)\u003Cbr /\u003E- Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)\u003Cbr /\u003E- Demonstrated ability to collaborate and work effectively with cross-functional teams\u003Cbr /\u003E- Demonstrated project management skills\u003Cbr /\u003E- Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers\u003Cbr /\u003E- Excellent written and verbal communication skills\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003Cbr /\u003E- Decision Quality\u003Cbr /\u003E- Collaborates\u003Cbr /\u003E- Drives Engagement\u003Cbr /\u003E- Ensures Accountability\u003Cbr /\u003E- Plans and Aligns\u003Cbr /\u003E- Communicates Effectively\u003Cbr /\u003E- Customer Focus\u003Cbr /\u003E- Develops Talent\u003Cbr /\u003E- Drives Results\u003Cbr /\u003E- Manages Conflict\u003Cbr /\u003E\u003Cbr /\u003E\u003C/div\u003E

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Posted: 2022-05-07 Expires: 2022-06-06

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HDMS Contact Center Sales Manager

Home Depot
Atlanta, GA 30303

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