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Home Depot B2B PRO CUSTOMER SUPPORT SUPERVISOR in Tulsa, Oklahoma

Job Description:

This position handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, coaching, training, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all THD Pro end-markets

Must be flexible with work hours due to service levels and the business needs. Monday- Friday 6am - 8pm All Time Zones, Saturday 6am - 6pm All Time Zones Holidays, and possible changes in day/times based on demand.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • Monitor and score calls; coach all CSR levels

  • Manage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties

  • Assist in organizing and directing daily activities of center operations.

  • Resolve problems and complaints, monitor CSR and center performance

  • Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews

  • Manage Service Levels & CSR phone adherence

  • Complete Performance Appraisals

  • Successful delivery of Special Projects

  • Communicate interdepartmentally

  • Contribute to all aspects of the hiring process

  • Day-to-day management of the contact center

  • Handle disputes & escalated issues

  • Independently learn Product and End Markets

  • Effectively manage and prioritize work

  • Contribute to building a positive team environment and keeping morale high

  • Support the Team Leaders in meeting monitoring goals

  • Train policies and procedures (and have the ability to travel as needed)

  • Review scorecards

  • Account Maintenance

  • Payroll

  • Become certified in 2 systems and all IBI Brands

  • Assist in providing special pricing to the sales department

  • Provide special handling for orders and credits

  • IT Testing

  • Other duties as assigned

NATURE AND SCOPE

The PRO Customer Supervisor position reports directly to the PRO Customer Manager.

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 25% of the time.

Essential Skills:

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.

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:

  • Bachelor's Degree

  • 3 - 4 years prior supervisory experience in a customer service or contact center environment.

  • Demonstrated ability to grasp technical and complex concepts and clearly explain these to subordinates and internal and external customers.

  • Proficient in MS Office Suite.

  • Knowledge of NICE Call Recording and Avaya Contact System

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

  • Desire to train, motivate and inspire staff by example

  • High School Diploma or equivalent

  • Strong computer and typing skills

  • 24 months at any CCR level and some management experience

  • Web Support training completion

  • Trained in Key Accounts

  • Trained in all IBI Brands and all systems

  • Data Entry (5,000 - 6,000 key strokes per hour)

  • Microsoft Office knowledge

  • Strong analytical skills

  • Ability to multi-task

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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