OPS PROCESS MGR CALL CENTERThe Home Depot, Inc. - Marietta, GA
Manage day to day and strategic call center operations processes for specific area(s) of responsibility and manage projects focusing on process improvements that support the needs of the Home Services Call Centers to create a seamless customer experience. Provide input and resources, partnering with the Core services & Services Contact Center Teams and others to drive major tactical and strategic process improvement initiatives for Home Depot.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25%- Manage day to day relationship with Outsource Partner(s) supporting key programs to ensure delivery of specific performance expectations. Activities include but are not limited to daily/weekly management of performance, reviewing/approving staffing requests and invoices, leading conference calls as needed to support the business.
20%- Develop and work with Call Center Ops team to implement changes that improve overall contact center operations processes that are likely to add value to the bottom line. Manage/drive core operations projects and/or process improvements.
20%- Create & maintain Process Flow/Call Flows in a virtual warehouse format of Customer Experience Channels, Service Provider Call Handling, Compliance & Call Quality Program, Proactive Customer service relationship management utilizing CRM Data, Customer trends & defects to create strategic campaigning for Home Services Call Ctr.
15%- Manage issues and roadblocks that arise related to their area of responsibility. Respond pro-actively to unanticipated needs arising out of a variety of inputs. Manage action steps necessary for successful execution of both strategic Projects/Initiatives and process improvements.
10%- Analyze the fundamental components of problems and communicate the correct course of action to the team and the resolution to the contact center site leaders and business partners.
10%- Prepare and deliver high-level insights and recommendations based on multiple analyses of industry/business, competitive landscape, consumer dated for area of expertise.
NATURE AND SCOPE
This position reports to a Director.
This position has 2-5 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
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:
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.
Previous Management experience in a call center environment.
Previous experience in process management.
Previous experience working with outsourcing partners.
Knowledge, Skills, Abilities and Competencies:
Typically requires frequent persuasion of influencing of others.
Handles procedures for analyzing situations and making conclusions are very diverse.
Must be able to consider many different options or procedures when solving problems.
Once given general assignments, determines priorities and defines what should be done and how to do it.
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.
10 days 15 hours ago
applyOPS PROCESS MGR CALL CENTER The Home Depot, Inc. - Marietta, GA, United States
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.
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