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Home Depot Contact Center Manager- Services in Atlanta, Georgia

Position Purpose:

The Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.

Major Tasks, Responsibilities & Key Accountabilities:

20% Customer Focus - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement

10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff

25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals

25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies

20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements

Nature and Scope:

This position typically reports to Contact Center Sr. Manager

This position has 3+ Direct Reports

Environmental Job Requirements:

Environment:

  1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

No travel required.

Standard Minimum Qualifications:

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Years of Relevant Work Experience:

2 years

Physical 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:

2+ years of previous leadership experience

Preferred Qualifications:

  • 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)

  • Demonstrated ability to collaborate and work effectively with cross-functional teams

  • Demonstrated project management skills

  • Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers

  • Excellent written and verbal communication skills

Knowledge, Skills, Abilities and Competencies:

  • Decision Quality

  • Collaborates

  • Drives Engagement

  • Ensures Accountability

  • Plans and Aligns

  • Communicates Effectively

  • Customer Focus

  • Develops Talent

  • Drives Results

  • Manages Conflict

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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