1 day old
2018-06-172018-07-17

HR Services Contact Center Supervisor

Home Depot
Atlanta, GA
  • Job Code
    119111
HR Services Contact Center Supervisor - Atlanta GA 30308 Skip Navigation
Job Details

HR Services Contact Center Supervisor (119111)

GA - Atlanta

  • Date Posted: May 31, 2018
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Human Resources
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Contact Center Supervisor - Tier 1 manages a team of 10 to 15 associates in a contact center environment that provides quality customer service to Home Depot associates and managers by recording transactional data into the HR system, responding to pay and HR inquiries and escalating issues for further research as needed. Duties may include personnel issues, training, and customer service. Duties include:

  • Supervising, coaching, and providing counsel to contact center associates
  • Ensuring issues are handles efficiently, accurately and in a timely manner
  • working directly with Managers to achieve all contact center goals and objectives
  • Utilizing call routing and staffing applications such as Impact 260, CentreVu, CMS and other tools
  • Leading team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for associates to provide input to the Management team

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 60%-Supervises associates to ensure calls and transactions are processed in a timely and accurate manner
  • 10%-Provides coaching to team and resolves issues/needs
  • 10%-Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures
  • 10%-Manages performance (evaluations, corrective action, feedback, coaching, development, etc.)
  • 10%-Assist Associate Support Manage by identifying work procedures, prepare work schedules and expedite workflow
  • Includes access to sensitive information.

NATURE AND SCOPE

  • Position reports to Manager HR Services Contact Center
  • 10-15 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.


ESSENTIAL SKILLS:
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 a associate's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience:
2 years

Physical Requirements:

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.

Additional Qualifications:

  • Ability to investigate quality, efficiency, attrition and other issues to identify opportunities for process improvement and implement action plans, if appropriate 
  • Must pass an extended Background Check upon hire and on a yearly basis

Preferred Qualifications:

  • Prior supervisory experience in customer service, call center or HR 
  • Ability to manage multiple priorities 
  • Patience, teamwork, motivation, upbeat and a great attitude 
  • Strong attention to detail 
  • Excellent interpersonal skills

Knowledge, Skills, Abilities and Competencies:
  • Exceptional customer service skills and proven ability to perform in an unpredictable, fast paced environment 
  • Excellent people skills 
  • Bilingual Spanish is a plus but not required 
  • Hard working, self starter and a problem solver 
  • Strong organization and time management skills 
  • Excellent verbal and written 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.

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HR Services Contact Center Supervisor

Home Depot
Atlanta, GA

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Home Depot
Atlanta, GA

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