Home Depot The Home Depot PRO - Senior Customer Execution Business Analyst in Jacksonville, Florida
Senior Customer Execution Business Analyst are responsible for leading small to medium subsets of larger projects and initiatives and individual processes that bring value to The Home Depot. They must possess a high level of analytical ability to distinguish multiple components of a problem and develop conclusions using quantitative skills. Key responsibilities include but are not limited to leading teams on projects, effective communication to teams and other leaders, reviewing and understanding sales/financial data, identifying trends in business and the retail industry. A successful Senior Customer Execution Business Analyst will possess and demonstrate strong leadership skills, analytical ability and communication.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25%- Responsible for in-depth analysis of operational performance and results. Recommend and take corrective actions as necessary. Set-up standard reporting templates and time-frames for publication.
25%- Analyze and ensure optimal process execution across the multiple Customer Service Call centers. Utilize Key Performance Indicators (KPI) to recommend best practices and operational efficiency.
25%- Utilize baseline process mapping and quality tool to improve process consistency, driving improved productivity in the call centers and improve the overall customer experience.
20%- Leverage technology capabilities within Customer Service and ensure all operations, processes and initiatives maximize those capabilities to drive optimal performance
5%- Other duties and percentages may change or be assigned based on the needs of the department and organization.
NATURE AND SCOPE
This position reports to the Senior Manager Customer Service
This position has 0 to 1 direct report.
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.
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 an associate’s degree program or equivalent degree in a field of study related to the job.
YEARS OF RELEVANT WORK EXPERIENCE: 3 years
Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).
- Advanced computer knowledge; skills are required (Microsoft Office); Excel; Access; Power-point presentation, pivot tables, vlook-up
Master's Degree (five years of experience preferred)
Six Sigma certification
Customer Service supervisory experience
Experience with Quality Assurance programs
Knowledge of Call Center technology platforms including call recording systems (e.g., NICE) and contact delivery systems (AACC)
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:
Excellent analytical skills
Project management capabilities
Leadership presence and the ability to influence others
Excellent teamwork and communication skills
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.