7 days old

SR MANAGER Pro Support Center -Virtual

Atlanta, GA 30309
JobTitle: SR MANAGER Pro Support Center -Virtual
Job ID: 404133_en-us
Salary Range: 0.0- 0.0
Job Category: Management
Employment type: Full Time

Position Description:
Position Purpose:
The Contact Center Sr Manager provides leadership to the center associates and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. They will ensure proper leadership and supervision occurs by managing through the company's values and leveraging practices such as Town Halls, associate engagement calendars, and supervisor skill building. This role will drive exceptional service levels and operational improvements across the work groups and influence work activities, directly or indirectly. The Contact Center Sr. Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. Is actively involved in managing the teams and building customer service enhancements and process improvements. Develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. May lead full pilot implementations of selected initiatives. Responsible for driving and maintaining elevated performance and profitability through execution of call center projects and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and brainstorm/develop solutions by meeting and working with a diverse group of people. Acts as the point person for the Managers and Director.

Major Tasks, Responsibilities & Key Accountabilities:
20% Decision Quality - Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness


5% Develops Talent - Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff


25% Drives Engagement - Provide effective leadership, associate's engagement, and development of teams that drive dept performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals


25% Ensures Accountability - Proactively evaluate, identify, and address performance deficiencies by developing and executing performance improvement plans; training and coaching strategies


25% Plans & Aligns - Maintain and report on service level standards and manage department and manage operations within budget; Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements; Manage special projects and technology improvements

Nature and Scope:
This position typically reports to Contact Center Director


This position has 1+ Direct Reports

Environmental Job Requirements:
Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
No travel required.

Additional Environmental Job Requirements:



Categories

Posted: 2022-05-12 Expires: 2022-06-11

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SR MANAGER Pro Support Center -Virtual

Home Depot, Inc.
Atlanta, GA 30309

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