Home Depot Supervisor, Call Center Sales in Atlanta, Georgia
The Sales Recovery Supervisor for Home Services is responsible for ensuring superior service delivery to customers by directly supervising the daily operational activities of a team of up to 15 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 Recovery Program(s) by ensuring that assigned team meets and/or exceeds department goals and objectives. Accountable for the direct supervision of the work activities of others. In addition to personnel issues-including selection, termination, performance appraisal, and professional development of subordinates.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50%- Directly organizes and supervises day-to-day operations and activities of a Recovery 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.
20%- Support the building & developing of an effective & high performance team. Provides hands on daily coaching in order to improve & maintain team performance. Is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads & directs in a manner that inspires.
15%- 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.
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. Answers front line customer inquiries.
NATURE AND SCOPE
This position reports to the Sr Manager of Operations and Services Sales Recovery.
This position has 1-15 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONS
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 diplomas and/or GED.
Years of Relevant Work Experience: 5 years
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.
Three years prior supervisory experience in a sales, customer service, or contact center environment.
Ability to grasp technical and complex concepts and articulate them clearly to subordinates as well as internal and external customers.
Proficiency in MS Office Suite
Previous sales experience in home improvement products or services.
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.
Previous sales experience. 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.
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.