21 days old

Operations Manager - Home Depot Exteriors

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The Call Center Operations Manager provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training/Knowledge Base, Workforce Management/Staffing and direct management of production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building customer service enhancements and process improvements. 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 Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 25% - Sets priorities for assigned branches and directly manages assigned team towards the achievement of branch objectives and goals. \u003Cbr /\u003E 25% - Ensures that assigned branch unites handle inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the branch unit\u0027s performance meets/exceeds standards. \u003Cbr /\u003E 20% - Effective trainer on new processes and technological improvements. Acts as an escalation path for customer concerns and periodically conducts real-time call/email or chat monitoring. Conducts coaching with associates in order to enhance service quality and increase productivity and branch performance. \u003Cbr /\u003E 15% - Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions. Responsible for process improvements, training and development. Promotes ongoing cooperative relationships. \u003Cbr /\u003E 15% - Ensures positive working relationships, effective communication and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team. Works through direct reports to ensure competence and continuing improvement. Other tasks as assigned.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to Divisional Operations Manager\u003Cbr /\u003E This position has 5-15 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 \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 Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must have 3-5 years leading exempt supervisors or managers\u003Cbr /\u003E Must be able to work a flexible schedule to include evenings, weekends, and holidays as required to support the business\u003Cbr /\u003E Knowledge or experience in the home improvement, retail or telemarketing field\u003Cbr /\u003E Advanced PowerPoint skills\u003Cbr /\u003E Intermediate Microsoft Word, Excel\u003Cbr /\u003E Knowledge of NICE call monitoring systems\u003Cbr /\u003E Experience with CMS\u003Cbr /\u003E Knowledge of Salesforce\u003Cbr /\u003E Outbound calling campaign strategy experience\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003EProven track record of performance management, training, coaching, and mentoring work teams, documenting processes, analyzing trends and achieving exceptional level of customer service. \u003Cbr /\u003E *Experience with analysis, problem solving and project management. \u003Cbr /\u003E *Prior knowledge of installation process. \u003Cbr /\u003E *Knowledge or experience in the home improvement industry. \u003Cbr /\u003E *Strong computer skills. \u003Cbr /\u003E *Knowledge or experience dealing with subcontractors. \u003Cbr /\u003E *Experience managing and operating within a call center environment.\u003C/div\u003E

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Posted: 2021-04-13 Expires: 2021-05-13

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Operations Manager - Home Depot Exteriors

Home Depot
Atlanta, GA 30303

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