1+ months

Manager Operations Process - Contact Center Analytics

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Manger Operation Process, Contact Center Analytics is responsible for conducting advanced analytics with the goal of identifying, recommending and executing strategies to achieve business objectives and maximize sales, team productivity and efficiency across all lines of business and channels. This individual will be responsible for sourcing data from various THD systems, developing user-friendly dashboards and tools for stakeholders and performing analysis to improve business decisions. Acts as thought partner with all areas of the Company, including executive leadership, operations, merchandising, pro and e-commerce. The Manager Operation Process, Contact Center Analytics will lead a team of 2-4 analysts.\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the field\u003Cbr /\u003E Develop and implement changes that improve overall store operations processes that are likely to add value to the stores\u0027 bottom line. Manage/drive core store operations projects and/or process improvements\u003Cbr /\u003E Manage day to day processes related to their areas of responsibility. Create and maintain project work plans\u003Cbr /\u003E Manage issues and roadblocks that arise related to their area of responsibility\u003Cbr /\u003E Respond proactively to unanticipated store needs arising out of a variety of inputs\u003Cbr /\u003E Manage action steps necessary for successful execution of both strategic projects/initiatives and process improvement\u003Cbr /\u003E Communicate effectively and build strong, effective partnerships with the field/stores and throughout The Home Depot\u003Cbr /\u003E Prepare and deliver high-level insights and recommendations based on multiple analysis of industry/ business, competitive landscape, consumer data for area of expertise\u003Cbr /\u003E Provide guidance and training specific to area of expertise. Assist in collaborating findings from data and making verbal/written recommendations. Demonstrate proficiency/understanding of specific processes\u003Cbr /\u003E Maintain knowledge base regarding specific operations and processes within store operations\u003Cbr /\u003E Responsible for appropriate selection, terminations, performance appraisal and professional development of support team (Business Analysts)\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Direct and indirect reports typically include 2-5 Business Analysts\u003Cbr /\u003E Typically requires frequent persuasion or influencing of others. Usually assigns and reviews work of others\u003Cbr /\u003E Typically procedures for analyzing situations and making conclusions are very diverse\u003Cbr /\u003E Typically considers among many different options or procedures when solving problems\u003Cbr /\u003E Typically, once given general assignments, determines priorities and defines what should be done and how to do it\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL 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 \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\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\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Strong operations, retail and/or field experience\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E5 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent in a comfortable position and there is a frequent opportunity to move about. On some occasions there may be a need to move or lift light articles\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Demonstrated expertise in predictive modeling, data mining and data analysis\u003Cbr /\u003E Mastery running queries against data (preferably with Google Big Query or SQL\u003Cbr /\u003E Proficient with data visualization software (preferably Tableau)\u003Cbr /\u003E Mastery utilizing statistical techniques to identify key insights that help solve business problems\u003Cbr /\u003E Proven ability to mentor and develop staff through experience and training; accountable for work assignments and progress monitoring, team morale building, hiring, coaching, and performance reviews\u003Cbr /\u003E Proactive, take-charge leader that assumes responsibility for achieving results; ability to think, work, and contribute beyond defined responsibilities; bandwidth to grow and assume additional responsibilities; well-organized with the capacity to multitask\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003Cbr /\u003E Strong business, functional and/or store knowledge for their area of responsibility\u003Cbr /\u003E Ability to partner/communicate well with the field/stores\u003Cbr /\u003E High sense of urgency in responding to field needs\u003Cbr /\u003E Strong big picture; strategic thinking skills\u003Cbr /\u003E Strong quantitative skills such as statistics and data analysis\u003C/p\u003E\u003C/div\u003E


Posted: 2021-08-25 Expires: 2021-10-23

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Manager Operations Process - Contact Center Analytics

Home Depot
Atlanta, GA 30303

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