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Home Depot Workforce Management Real Time Administrator in Ogden, Utah

POSITION PURPOSE

Provide Tier One technical training support to Blue Pumpkins users across the Home Depot Enterprise. This support includes triaging technical issues and differentiating between technical problems and training. This position is also responsible for tracking data and identifying trends. To monitor and adjust staffing levels as needed through the use of an ACD and Workforce Mgmt. System. This position tasks are more repetitive in nature and decisions are made based upon guidelines provided. Any decisions outside of these guidelines is approved by the Sr. Workforce Analyst or Manager.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • Provides phone and email technical support to HD Blue Pumpkin users.

  • Participates in meetings with leadership, Blue Pumpkin and system administrator on trends for both current issues and enhancement requests

  • Monitors real-time call activity and makes necessary skilling and staffing changes

  • Maintains mailboxes and responds to email within 24 hours

  • Other duties as assigned

NATURE AND SCOPE

Typically reports to the Real Time Supervisor

Responsible for helping others and providing on-the-job training or guidance

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

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

Travel:

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

Additional Environmental Job Requirements:

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

  • Examples include: telephone operator and file clerk.

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 diplomas 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.

Preferred Qualifications:

  • 3 years previous workforce experience

  • Previous technical support or help desk experience

  • Previous Blue Pumpkin experience

  • Bachelor's degree preferred

Knowledge, Skills, Abilities and Competencies:

  • Call Center Experience

  • Analytical thinking

  • Strong verbal and written communication skills

  • Strong Interpersonal Skills

  • Ability to train technical and workforce 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.

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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