Inside Sales Support Supervisor
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Job Description
Contact center supervisor leading The Home Depot’s Texas virtual customer service team. Coaching associates, managing performance, and resolving escalated customer issues.
Responsibilities:
- Lead and coach an assigned contact center team to assure quality customer interactions and build and retain customer relationships
- Ensure timely delivery of company products and services
- Supervise day-to-day contact center operations and activities to achieve performance goals
- Monitor customer transaction accuracy, associate productivity, service levels, scheduling, and quality
- Recruit, hire, train, and manage customer service associates
- Provide daily coaching, training, mentoring, performance evaluations, corrective action, and professional development
- Maintain statistics for direct reports, analyze department results, troubleshoot operational problems, and complete team reports
- Identify operational improvements and opportunities for contact center efficiency and interdepartmental partnership
- Resolve escalated and complex customer issues and provide timely follow-up
- Answer frontline customer inquiries
- Supervise 6+ direct reports and report to the Contact Center Manager
- No travel required
Requirements:
- Must be eighteen years of age or older
- Must be legally permitted to work in the United States
- Working knowledge of Microsoft Office Suite
- Working knowledge of Tableau
- Working knowledge of presentation software (e.g., Microsoft PowerPoint)
- Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
- 1+ year of previous leadership experience
- High school diploma and/or GED
- Minimum Years of Work Experience: 1
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