1+ months

The Home Depot Pro Customer Service Training Manager

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E \u003C/strong\u003ETo assist, support and grow our 1.5m plus PRO Customers. Provide daily assistance to our Sales personnel in growing the PRO business. Contribute to the delivery of the One Home Depot Pro Strategy and meeting our business objectives.\u0026nbsp;The primary focus of this position is to lead THD Pro Customer Service training development \u0026 delivery. The Home Depot Pro Training Manager is responsible for leading the training of both leaders and front-line associates across multiple lines of business (LOB). These LOB\u0027s include B2B, Legacy and Pro MRO. Training needs to include in person, virtual and digital mediums. Key responsibilities include but are not limited to leading teams on training initiatives projects, effective communication to teams and other leaders, reviewing and understanding data, identifying trends in business and applying knowledge to curriculum that improves the overall quality of the THD Pro customer experience. A successful Home Depot Pro Training Service Manager will possess and demonstrate strong leadership skills, analytical ability and communication skills.\u003Cbr /\u003E \u003Cbr /\u003E The successful candidate should live in Jacksonville, FL, Pompano, FL, Atlanta, GA and/or Tulsa, OK.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cp\u003E\u0026bull; 25%- Manages, coaches and develops a team of 6 FTE who provide support for our front-line Customer Service Centers and internal business partners.\u0026nbsp;\u003Cbr /\u003E \u0026bull; 25%- Provides standardized reporting (Dashboard, Headcount, THD, IRT, Open), executive Dashboard and ad hoc reporting as requested by the VP and Senior Director. \u003Cbr /\u003E \u0026bull; 25%- Implements new and standardizes existing processes to create alignment across the organization (e.g., WFM principles, team huddles, QA program). \u003Cbr /\u003E \u0026bull; 25%- Supports and sometimes coordinates the deployment of new technologies within the Customer Service team\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003Cbr /\u003E \u003C/strong\u003EReports to Director, Customer Service. Has 5\u002B direct reports.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003Cbr /\u003E \u003C/strong\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003Cbr /\u003E \u003C/strong\u003ETypically requires overnight travel 5% to 20% of the time.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003Cbr /\u003E \u003C/strong\u003EMost 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.\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:\u003Cbr /\u003E \u003C/strong\u003EThe 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\u003E2\u0026nbsp;years\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003E\u003Cstrong\u003E\u003Cstrong\u003EAdditional Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003E\u0026bull; Self-starter with a sense of urgency \u003Cbr /\u003E \u0026bull; Advanced level of communication skills including both verbal and written \u003Cbr /\u003E \u0026bull; Prior Managerial experience in Call Center environment \u003Cbr /\u003E \u0026bull; Constantly operates a computer and other office productivity machinery such as a calculator, keyboard, copy machine and computer printer\u003Cbr /\u003E \u0026bull; Must be flexible with work hours due to service levels and the business needs. Monday- Friday 6am - 8pm All Time Zones, Saturday 6am - 6pm All Time Zones Holidays, and possible changes in day/times based on demand\u003C/p\u003E\u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E \u003C/strong\u003E\u003Cp\u003E\u0026bull; Managed trainers and training developers\u003Cbr /\u003E \u0026bull; Training delivery\u003Cbr /\u003E \u0026bull; Six Sigma certification\u003Cbr /\u003E \u0026bull; Customer Service supervisory and management experience\u003Cbr /\u003E \u0026bull; Experience with Quality Assurance programs\u003Cbr /\u003E \u0026bull; Knowledge of Call Center technology platforms including order entry, billing, and telephony platforms\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003E\u0026bull; High Energy \u003Cbr /\u003E \u0026bull; Ability to multi-task \u003Cbr /\u003E \u0026bull; Exceptional communication \u003Cbr /\u003E \u0026bull; Organized/Time management \u003Cbr /\u003E \u0026bull; Problem solving, and understanding of technology \u003Cbr /\u003E \u0026bull; Methodical \u003Cbr /\u003E \u0026bull; Persuasive \u003Cbr /\u003E \u0026bull; Strong relationship building skills \u003Cbr /\u003E \u0026bull; Analytical \u003Cbr /\u003E \u0026bull; Highly developed negotiation skills \u003Cbr /\u003E \u0026bull; Experience with Avaya telephone systems, workforce management operations and call recording (QA)\u003Cbr /\u003E \u0026bull; Competencies: Entrepreneurial, understands the prospect, develops appropriate solutions, manages relationships, leadership, strong decision making, can influence others, works cross-functionally\u003C/p\u003E\u003C/div\u003E


Posted: 2020-12-07 Expires: 2021-03-26

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The Home Depot Pro Customer Service Training Manager

Home Depot
Atlanta, GA 30303

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