POSITION PURPOSE -
The Contact Center Supervisor is responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of 15 - 20 contact center associates. Leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. Contributes to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
50% Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals.
20% Supports the building and developing of an effective and high performance team.
15% Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required.
15% Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction.
NATURE AND SCOPE -
Position reports to the Manager
Accountable for direct supervision of the work activities of others.
ENVIRONMENTAL JOB REQUIREMENTS -
MINIMUM QUALIFICATIONS -
EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE - 04
PHYSICAL JOB REQUIREMENTS -
Most 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.
ADDITIONAL QUALIFICATIONS -
PREFERRED QUALIFICATIONS -
3 years prior supervisory experience in a customer service or contact center environment.
Demonstrated ability to grasp technical and complex concepts and clearly explain these
to subordinates and internal and external customers.
Proficient in MS Office Suite
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Excellent verbal and written communication skills.
Strong problem solving, formulation, follow through, reasoning/logic and analytical skills.
Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports.
Strong interpersonal, team and communication skills with customer focus.
Ability to work under pressure and manage competing priorities.
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...