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The Home Depot, Inc.


The Home Depot, Inc. - Fort Worth, TX

POSITION PURPOSE This position handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all product taxonomies and all IBI Brands. MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES Monitor and score calls; coach all CCR levels\u00a0 Manage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties\u00a0 Assist in organizing and directing daily activities of center operations.\u00a0 Resolve problems and complaints, monitor CSR and center performance\u00a0 Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews\u00a0 Manage Service Levels & CCR phone adherence\u00a0 Complete Performance Appraisals\u00a0 Successful delivery of Special Projects\u00a0 Communicate interdepartmentally\u00a0 Contribute to all aspects of the hiring process\u00a0 Day-to-day management of the contact center\u00a0 Handle disputes & escalated issues\u00a0 Independently learn Product and End Markets\u00a0 Effectively manage and prioritize work\u00a0 Contribute to building a positive team environment and keeping morale high\u00a0 Support the Team Leaders in meeting monitoring goals\u00a0 Train policies and procedures (and have the ability to travel as needed)\u00a0 Review scorecards\u00a0 Account Maintenance\u00a0 Payroll\u00a0 Become certified in 2 systems and all IBI Brands\u00a0 Assist in providing special pricing to the sales department\u00a0 Provide special handling for orders and credits\u00a0 IT Testing\u00a0 Other duties as assigned NATURE AND SCOPE The Customer Service Supervisor position reports directly to the Customer Service Manager. 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 high school diplomas and\/or GED. YEARS OF RELEVANT WORK EXPERIENCE: 0 years PHYSICAL REQUIREMENTS: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. PREFERRED QUALIFICATIONS: 4 years call center experience preferred KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES: Desire to train, motivate and inspire staff by example\u00a0 High School Diploma or equivalent\u00a0 Strong computer and typing skills\u00a0 24 months at any CCR level and some management experience\u00a0 Web Support training completion\u00a0 Trained in Key Accounts\u00a0 Trained in all IBI Brands and all systems\u00a0 Data Entry (5,000 - 6,000 key strokes per hour)\u00a0 Microsoft Office knowledge\u00a0 Strong analytical skills Ability to multi-task 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.

7 days 16 hours ago

The Home Depot, Inc.




Location: Fort Worth, TX

Company Profile:
The Home Depot was founded in 1978 by Bernie Marcus and Arthur Blank. Along with investment banker Ken Langone and merchandising guru Pat Farrah, the founders’ vision of one-stop shopping for the do-it-yourselfer came to fruition when they opened the first two Home Depot stores on June 22, 1979, in Atlanta, Georgia. The first stores, at around 60,000 square feet each, were cavernous warehouses that dwarfed the competition and stocked 25,000 SKUs, much more than the average hardware store at that time. Empty boxes piled high on the shelves gave the illusion of even more product. From the start, associates were able to offer the best customer service in the industry, guiding customers through projects such as laying tile, changing a fill valve or handling a power tool. Not only did store associates undergo rigorous product knowledge training, but they also began offering clinics so customers could learn how to do it themselves. The Home Depot revolutionized the home improvement industry by bringing the know-how and the tools to the consumer and by saving them money.