1+ months

Inquiry Team Supervisor

Atlanta, GA 30339
JobTitle: Inquiry Team Supervisor
Job ID: 367028_en-us
Salary Range: 0.0- 0.0
Job Category: Human Resources
Employment type: Full Time

Position Description:
The Inquiry Center Supervisor manages a team of 10-15 research specialists in Home Depot's Associate Support Center that provides quality customer service to associates and managers by researching and resolving associate pay and HR issues in a timely manner.
Duties include:
- Supervising, coaching and providing counsel to research specialists
- Ensuring issues are handled efficiently, accurately and in a timely manner
- Working directly with Managers to achieve all contact center goals and objectives
- Utilizing call routing and staffing applications such as Impact 360, CentreVu, CMS and other tools
- Leading team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for associates to provide input to the Management team.
- Providing call overflow support to the HR contact center (Tier I).
60% Supervises associates to ensure issue resolutions are processed in a timely and accurate manner
10% Provides coaching to team and resolves issues/needs
10% Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures
10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively
10% Assist Associate Support Manager by identifying work procedures, prepare work schedules and expedite workflow
Reports to Associate Support Manager
Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
Located in a comfortable indoor area.
Typically requires overnight travel less than 10% of the time.


Posted: 2020-12-14 Expires: 2021-02-11

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Inquiry Team Supervisor

Home Depot, Inc.
Atlanta, GA 30339

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