9 days old

Inquiry Team Supervisor

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Inquiry Center Supervisor manages a team of 10-15 research specialists in Home Depot\u0027s Associate Support Center that provides quality customer service to associates and managers by researching and resolving associate pay and HR issues in a timely manner. Duties include: \u003Cbr /\u003E - Supervising, coaching and providing counsel to research specialists \u003Cbr /\u003E - Ensuring issues are handled efficiently, accurately and in a timely manner \u003Cbr /\u003E - Working directly with Managers to achieve all contact center goals and objectives \u003Cbr /\u003E - Utilizing call routing and staffing applications such as Impact 360, CentreVu, CMS and other tools \u003Cbr /\u003E - 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. \u003Cbr /\u003E - Providing call overflow support to the HR contact center (Tier I).\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 60% Supervises associates to ensure issue resolutions are processed in a timely and accurate manner \u003Cbr /\u003E 10% Provides coaching to team and resolves issues/needs \u003Cbr /\u003E 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 \u003Cbr /\u003E 10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively \u003Cbr /\u003E 10% Assist Associate Support Manager by identifying work procedures, prepare work schedules and expedite workflow\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Reports to Associate Support Manager \u003Cbr /\u003E Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\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 \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003Cbr /\u003E\u003C/strong\u003EThe knowledge, skills and\u0026nbsp;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\u003E2 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical 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 \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Prior supervisory experience in customer service, call center or HR \u003Cbr /\u003E Ability to manage multiple priorities \u003Cbr /\u003E Patience, teamwork, motivation, upbeat\u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EExceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment. \u003Cbr /\u003E Excellent people skills. \u003Cbr /\u003E Bilingual Spanish is a plus but not required \u003Cbr /\u003E Excellent verbal and written communication skills.\u003C/div\u003E


Posted: 2020-10-13 Expires: 2020-11-12

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Inquiry Team Supervisor

Home Depot
Atlanta, GA 30303

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