1+ months

Contact Center Sales Supervisor - Home Depot Measurement Services

Atlanta, GA 30309
JobTitle: Contact Center Sales Supervisor - Home Depot Measurement Services
Job ID: 373938_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:
The Contact Center Sales Supervisor is responsible for ensuring excellent customer service by directly supervising the daily operational activities of a team of 15-20 contact center front-line associates. This role leads and coaches assigned team towards quality and convenient customer service, building customer relationships, and is committed to the best value for our customers. The Contact Center Sales Supervisor contributes to the overall success and profitability of the contact center by ensuring that the goals and objectives are met or exceeded. This role is accountable for the direct supervision of the work activities of front-line associates and performs personnel scenarios including, selection, termination, performance appraisals and professional development of associates.

50%- Directly organizes and supervises day to day operations and activities of a contact center team of associates in order to achieve key performance goals and service objectives. Including accurate and timely handling of customer transactions, monitoring associate productivity and service level for quality.
20%- Supports the building and developing of an effective and high performance team. Provides hands on coaching in order to improve and maintain team performance and is directly responsible for the performance management process for direct reports. Leads and directs in a manner that inspires.
15%- Works with Contact Center Manager to identify operational improvements, identify opportunities for Contact Center efficiency and interdepartmental partnerships.
15%- Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for complex customer transactions/issues and ensures timely follow up and customer satisfaction. Answers front-line customer inquiries.

Reports to the HDMS Contact Center Manager.
This role has 15 direct reports

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.


Posted: 2021-04-13 Expires: 2021-06-11

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Contact Center Sales Supervisor - Home Depot Measurement Services

Home Depot, Inc.
Atlanta, GA 30309

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