10 days old

The Home Depot PRO - Senior Analyst Customer Service

Jacksonville, FL 32202
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E This is an excellent opportunity for a Customer Service Senior Analyst. This position will support many different operational aspects of Customer Service which could include quality, process mapping, training \u0026 development, reporting, technology, etc... This\u0026nbsp;position is based out of the Jacksonville, FL corporate location.\u003C/p\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E25%- Responsible for in-depth analysis of operational performance and results. Recommend and take corrective actions as necessary. Set-up standard reporting templates and time-frames for publication.\u0026nbsp;\u003C/li\u003E\u003Cli\u003E25%- Analyze and ensure optimal process execution across the multiple Customer Service Call centers. Utilize Key Performance Indicators (KPI) to recommend best practices and operational efficiency.\u0026nbsp;\u003C/li\u003E\u003Cli\u003E25%- Utilize baseline process mapping and quality tool to improve process consistency, driving improved productivity in the call centers and improve the overall customer experience.\u0026nbsp;\u003C/li\u003E\u003Cli\u003E20%- Leverage technology capabilities within Customer Service and ensure all operations, processes and initiatives maximize those capabilities to drive optimal performance\u0026nbsp;\u003C/li\u003E\u003Cli\u003E5%- Other duties and percentages may change or be assigned based on the needs of the department and organization.\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to the Sr. Manager Customer Service.\u0026nbsp;\u003Cbr /\u003E This position has 0-1 direct reports.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENT:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETRAVEL:\u0026nbsp;\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\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\u003EEDUCATION REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of an associate\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003Cstrong\u003EYEARS OF RELEVANT WORK EXPERIENCE:\u0026nbsp;\u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cstrong\u003EPHYSICAL REQUIREMENTS:\u003C/strong\u003E\u003Cbr /\u003E Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).\u003Cbr /\u003E \u003Cstrong\u003EADDITIONAL QUALIFICATIONS\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EAdvanced computer knowledge; skills are required (Microsoft Office); Excel; Access; Power-point presentation, pivot tables, vlook up\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0027s degree\u003C/li\u003E\u003Cli\u003ESix Sigma certification\u0026nbsp;\u003C/li\u003E\u003Cli\u003ECustomer Service supervisory experience\u0026nbsp;\u003C/li\u003E\u003Cli\u003EExperience with Quality Assurance programs\u0026nbsp;\u003C/li\u003E\u003Cli\u003EKnowledge of Call Center technology platforms including call recording systems (e.g., NICE) and contact delivery systems (AACC)\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EStrong process knowledge, process mapping competencies\u0026nbsp;\u003C/li\u003E\u003Cli\u003EExcellent analytical skills\u0026nbsp;\u003C/li\u003E\u003Cli\u003EProject management capabilities\u0026nbsp;\u003C/li\u003E\u003Cli\u003ELeadership presence and the ability to influence others\u003C/li\u003E\u003Cli\u003EExcellent teamwork and communication skills\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E

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Posted: 2019-11-07 Expires: 2019-12-11

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The Home Depot PRO - Senior Analyst Customer Service

Home Depot
Jacksonville, FL 32202

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