1+ months

The Home Depot PRO - Training and Development Process Manager

Jacksonville, FL 32202
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003EIf you want to join a dynamic organization where leadership strives to put their best foot forward with their employees and their clients, come join The Home Depot PRO team. This is an excellent opportunity for a Customer Service 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 position is based out of the Jacksonville, FL corporate location.\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\u003Cp\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/p\u003E\u003Cbr /\u003E \u003Cstrong\u003E\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 \u003Cstrong\u003EEDUCATION REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a 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\u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EBachelor\u0027s degree or 4 years Training Experience may be substituted for degree\u003C/li\u003E\u003Cli\u003ECustomer Service supervisory experience\u003C/li\u003E\u003Cli\u003EKnowledge of Call Center technology platforms and contact delivery systems (AACC)\u003C/li\u003E\u003Cli\u003EAbility to analyze, assess, and communicate operational training deliverables to Sr. Management\u003C/li\u003E\u003Cli\u003EHigh aptitude in working with, developing, and implementing training programs. WBT experience is a plus.\u003C/li\u003E\u003C/ul\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\u0026nbsp;\u003C/li\u003E\u003Cli\u003EExcellent teamwork and communication skills\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003C/div\u003E

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Posted: 2020-01-04 Expires: 2020-03-03

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The Home Depot PRO - Training and Development Process Manager

Home Depot
Jacksonville, FL 32202

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