Experienced Contact Center Supervisor for The Home Depot - Remote Customer Support Leadership Role
Join The Home Depot's Online Contact Center Team as a Remote Contact Center Supervisor
The Home Depot is one of the largest home improvement retailers in the world, providing a wide range of products and services to homeowners, contractors, and DIY enthusiasts. As a leader in the industry, we are committed to delivering exceptional customer experiences and building strong relationships with our customers. We are now seeking an experienced Contact Center Supervisor to join our Online Contact Center team in a remote capacity.
About the Role
The Contact Center Supervisor plays a critical role in leading and coaching our customer support team to deliver first-class customer interactions, drive business results, and achieve key performance goals. This is a fantastic opportunity for a seasoned leader to make a meaningful impact on our customers' experiences and contribute to the success of our organization.
Key Responsibilities
- Action Oriented: Directly organizes and supervises the daily operations of a contact center team to achieve key performance goals, including managing customer transactions, monitoring partner productivity, and ensuring excellent customer service.
- Drives Engagement: Supports the development and growth of a high-performing team through training, coaching, and performance management, with a focus on driving engagement and motivation.
- Drives Results: Maintains records for direct reports, analyzes team results, troubleshoots operational issues, and completes team reports as required, working closely with contact center managers to identify opportunities for improvement.
- Manages Conflict: Identifies and analyzes escalated issues, provides guidance to direct reports for resolution, and serves as a point of escalation for complex customer issues, ensuring timely follow-up and customer satisfaction.
Essential Qualifications
- Must be at least 18 years old
- Legally authorized to work in the United States
- High school diploma or equivalent (GED)
- 1+ year of previous leadership experience (preferred)
Preferred Qualifications
- Working knowledge of Microsoft Office Suite, Tableau, and presentation software (e.g., Microsoft PowerPoint)
- Experience with HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
- 1+ year of experience in a contact center or customer support environment
Skills and Competencies
To succeed in this role, you will need to possess the following skills and competencies:
- Action Oriented: Ability to drive results and achieve key performance goals
- Collaborates: Ability to work effectively with others to achieve common goals
- Drives Engagement: Ability to motivate and engage team members to achieve high performance
- Communicates Effectively: Ability to communicate clearly and effectively with internal and external stakeholders
- Customer Focus: Ability to prioritize customer needs and deliver exceptional customer experiences
- Drives Results: Ability to analyze data, identify opportunities for improvement, and drive results
Career Growth Opportunities and Learning Benefits
At The Home Depot, we are committed to the growth and development of our employees. As a Contact Center Supervisor, you will have opportunities to develop your leadership skills, gain experience in a fast-paced and dynamic environment, and contribute to the success of our organization. You will also have access to training and development programs to help you advance in your career.
Work Environment and Company Culture
As a remote Contact Center Supervisor, you will work from home and be part of a virtual team. We offer a flexible and supportive work environment that allows you to balance your work and personal life. Our company culture is built on a foundation of respect, inclusivity, and teamwork, and we are committed to creating a positive and engaging work environment for all employees.
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $16 to $20 per hour, depending on experience. We also provide a comprehensive benefits package, including opportunities for career growth and development, flexible work arrangements, and a range of employee discounts and perks.
Conclusion
If you are a seasoned leader with a passion for delivering exceptional customer experiences and driving business results, we encourage you to apply for this exciting opportunity to join our Online Contact Center team as a Contact Center Supervisor. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is a fantastic opportunity to advance your career and make a meaningful impact on our customers' experiences.
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