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Job Information

Home Depot Manager Contact Center in Kennesaw, Georgia

POSITION PURPOSE

The Contact Center Manager is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Contact Center Manager operates directly through a team of exempt level supervisor to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.

25% Works through direct reports to maintain excellent service level, monitor performance and ensure that business unit performance meets established expectations. Identifies variances and creates effective plans that provide timely resolution to performance gaps.

20% Acts as escalations path for complex customer concerns and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance. Evaluates real time monitoring that supervisors conduct and provides guidance to these direct reports on performance trends and recommended solutions.

15% Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions. Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention.

15% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques.

NATURE AND SCOPE

Position reports to Senior Manager, Contact Center or Director, Contact Center

Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant condition

Travel:

Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements:

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required: Associates Degree

Years of Relevant Work Experience: 5 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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Additional Qualifications:

Preferred Qualifications:

Knowledge, Skills, Abilities and Competencies:

Demonstrated success in developing and managing people and processes in a Customer Service Organization.

Ability to achieve results despite large workload and competing demands.

Practical understanding of customer service/order entry systems and proficient PC Skills (Word, Excel, PowerPoint)

Excellent and effective oral and written commu

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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