Job Description
Note: The job is a remote job and is open to candidates in USA. The Home Depot is a leading home improvement retailer, and they are seeking a Contact Center Supervisor to lead and coach their team. This role is responsible for ensuring quality customer interactions and achieving departmental goals through effective team management and performance supervision. Responsibilities Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership 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; Answers front line customer inquiries Skills Must be eighteen years of age or older Must be legally permitted to work in the United States The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED 1 year of work experience Working knowledge of Microsoft Office Suite Working knowledge of Tableau Working knowledge of presentation software (e.g., Microsoft PowerPoint) Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract) 1+ year of previous leadership experience Company Overview The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services. It was founded in 1978, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is