17 days old

Senior Manager Contact Center - Online

Anywhere, USA 00000
JobTitle: Senior Manager Contact Center - Online
Job ID: 362344_en-us
Salary Range: null- null
Job Category: Management
Employment type: Full Time

Position Description:

POSITION PURPOSEThe Sr Manager, Contact Center provides leadership, direction and ongoing management for inbound customer service contact center department. This position will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The position is responsible for driving and maintaining elevated performance and profitability through execution of Contact Center projects in the areas of productivity enhancements, customer service enhancements and process improvement efforts. The Sr Manager, Contact Centers will lead a team to achievement of business goals and objectives.
This role is open to anyone residing in AZ, GA or UT.

25% Drive department performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals.
20% Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness
25% Aggressively identify and address performance deficiencies by developing and executing performance improvement plans
10% Maintain and report on service level standards and manage department operations within budget
10% Provide actionable insight to business partners on customer trends and opportunties to drive customer satisifaction through site improvements

Typically reports to Dir, Contact Center
Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.

Typically requires overnight travel 5% to 20% of the time.


Posted: 2020-10-09 Expires: 2020-11-08

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Senior Manager Contact Center - Online

Home Depot, Inc.
Anywhere, USA 00000

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