Home Depot B2B PRO CUSTOMER SUPPORT SUPERVISOR in Tulsa, Oklahoma
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
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)
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
Other duties as assigned
NATURE AND SCOPE
The PRO Customer Supervisor position reports directly to the PRO Customer Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 25% 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 a high school diplomas and/or GED.
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.
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.