11 hours

Manager, Business Process Outsourcing (131983)

Home Depot, Inc.
Atlanta, GA
  • Job Code
    337612
Manager, Business Process Outsourcing - Atlanta GA 30308 Skip Navigation
Job Details

Manager, Business Process Outsourcing (131983)

GA - Atlanta

  • Date Posted: Aug 7, 2019
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Operations
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
Manages a core function within the Online Contact Center. Responsible for maintaining a healthy level of partnership between the internal and external contact center. Drives the productivity of the external team while providing excellent customer service and problem resolution. Drives continuous improvement of processes and results. Partners with Sr. Manager of Outsourcing and other business leaders to identify and resolve business issues related to customer satisfaction. Establish measurement systems and accountability of team members. Ensures that staff receives the necessary resources and training to deliver effective services. Generates reports to track results and efficiency of the team.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 20% Weekly - analyze minimum of 2 resolutions for each direct report.
  • Cover with the associate potential resolutions, metrics WTD, MTD and QTD to include the following:
  • Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions.
  • Daily take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets.
  • 20% Weekly - attend the Customer Care Leadership Meeting and on a monthly basis, select a relevant topic to lead a group discussion (20-30 min). Send Open CC report to Regions highlighting non-compliant tickets. Follow up with DMs, Zone Managers, and assisting associates with escalations.
  • 25% Spend time on the floor coaching Associates (double-jacking) and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics.
  • 10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes.
  • 15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: 3 Quality Audits, 2 open and 1 resolved ticket
  • that were graded using the Audit. For all missed points, provide a specific response, which would
  • have more quickly resolved the customer's concerns.
  • One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates.
  • Monthly: Track the quality audits and VOC for each associate on Team.
  • 10% Other projects and tasks as assigned by Leadership.
NATURE AND SCOPE
  • Typically reports to Sr. Manager.
  • Accountable for direct supervision of the work activities of others. Planning, monitoring and reviewing work of subordinates is required. This may include direct supervision of a shift or the coordination of multiple work groups. Makes recommendations concerning selection, termination, performance appraisal and professional development.

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 10% 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 bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 4 years

Physical Requirements:
Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).

Preferred Qualifications:
  • 4 Years of Experience in Call Centers
  • Experience in supervising teams
Knowledge, Skills, Abilities and Competencies:
  • Excellent Customer Service Skills
  • Negotiating Skills
  • Conflict Management Skills
  • Experience working with a collaborative cross functional team
  • Attention to detail; good follow up skills
  • Supervisory and management skills


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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Posted: 2019-08-18 Expires: 2019-09-17

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Manager, Business Process Outsourcing (131983)

Home Depot, Inc.
Atlanta, GA

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