[Hiring] HR Service Center Supervisor @The Home Depot

Role Description

The Contact Center Supervisor 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. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others, including personnel issues such as selection, termination, performance appraisal, and professional development of subordinates. The Contact Center Supervisor leads a team of associates in executing strategies and objectives set forth by management and is responsible for recruiting, hiring, training, and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.

Key Responsibilities

• 50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team 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
  • Leading by example the execution of strategies, objectives, and specific goals set forth by management
• 20% Drives Engagement - Supports the building and developing of an effective and high performing team through:
  • Training, coaching, and development
  • Hands-on daily coaching to improve and maintain team performance
  • Performance management process for direct reports (evaluations, mentoring, corrective action, hiring)
  • Leading and directing in a manner that inspires
• 15% Drives Results - 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
  • Foster interdepartmental partnership
• 15% Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for:
  • Transactions requiring advanced expertise or discernment
  • Resolving complex customer issues and ensuring timely follow-up and customer satisfaction
  • Answering front line customer inquiries

Direct Manager/Direct Reports

• This position typically reports to Contact Center Manager
• This position has 6+ Direct Reports

Travel Requirements

• No travel required.

Physical Requirements

• Most of the time is spent sitting in a comfortable position with frequent opportunities to move about.
• On rare occasions, there may be a need to move or lift light articles.

Working Conditions

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

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

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)
• 1+ year of previous leadership experience

Minimum Education

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

Preferred Education

• No additional education

Minimum Years of Work Experience

• 1

Preferred Years of Work Experience

• No additional years of experience

Minimum Leadership Experience

• None

Preferred Leadership Experience

• None

Certifications

• None

Competencies

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results

Compensation

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: The pay range for this position is between $60,500.00 - $68,000.00.