POSITION PURPOSE - The Operations Manager is responsible for driving the execution of specific business unit goals and the management of installation functions and deliverables for assigned branches, following the point of sale through installation. This role reports to the Divisional Operations Manager and is directly responsible for successful residential home improvement installation of RSW products within specified markets with combined installed revenue of 75M. The incumbent is responsible for branch unit performance including, but not limited to, converting sales revenue to installed revenue through teams, and managing approximately 1,000 installation jobs monthly. The Operations Manager operates through a team to communicate expectations, ensures department performance outcomes, and drives support of strategies tied to outstanding customer service, adherence to performance metrics and quality standards. The manager is also responsible for ensuring that results meet or exceed performance standards and metrics related to timely completion of jobs, minimal service issues, and achieving cycle time requirements within specified geographies. MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Sets priorities for assigned branches and directly manages supervisors toward the achievement of branch objectives and goals.
Ensures that assigned branch units 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's performance meets/exceeds standards.
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.
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.
Ensures positive working relationships, effective communication , and ensures that associates are equipped with information critical to the success o
MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must pass Background Check.
Must pass pre-employment test if applicable. EDUCATION REQUIRED - he knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. YEARS OF RELEVANT WORK EXPERIENCE - 3 CERTIFICATIONS/LICENSES - PHYSICAL JOB REQUIREMENTS - 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). ADDITIONAL QUALIFICATIONS - PREFERRED QUALIFICATIONS - * Bachelor's Degree * 3-5 years of customer service experience KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - * Proven track record of performance management, training, coaching, and mentoring work teams, documenting processes, analyzing trends and achieving exceptional level of customer service. * Experience with analysis, problem solving and project management * Prior knowledge of installation process * Knowledge or experience in the home improvement industry * Strong Computer skills * Knowledge or experience dealing with subcontractors * Experience managing and operating within a call center environment
Home Depot - 11 months ago
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...