5 days old

HDMS Contact Center Supervisor

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E 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 the businesses\u0027 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.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 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. \u003Cbr /\u003E 25% - Recruit, hire, train, and manage customer service representatives in completing their tasks and meeting goals established by leadership team. \u003Cbr /\u003E 25% - Identify and address training and performance opportunities to improve position and department performance.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to Manager or above. \u003Cbr /\u003E This position has 8-15 direct reports.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Years of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E -Previous Supervisor/Management experience. \u003Cbr /\u003E -Knowledge or experience in the home improvement industry. \u003Cbr /\u003E -Bilingual preferred, but not required. \u003Cbr /\u003E -Strong agent and team development. \u003Cbr /\u003E -Experience in a call center environment.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003E-Excellent leadership skills. \u003Cbr /\u003E -Excellent communication skills, both written and oral. \u003Cbr /\u003E -Able to use Microsoft Office products and type 25-30 wpm, heavy Excel knowledge and experience. \u003Cbr /\u003E -Proven experience managing multiple tasks simultaneously. \u003Cbr /\u003E -Problem solving ability. \u003Cbr /\u003E -Effective manager, successful recruiting experience, effective time management, effective resource and workload management, customer service and dispute resolution skills. \u003Cbr /\u003E -Superior Customer Service skill is essential.\u003C/div\u003E


Posted: 2019-11-07 Expires: 2019-12-11

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HDMS Contact Center Supervisor

Home Depot
Atlanta, GA 30303

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