HMS CONTACT CENTER SUPERVISOR
Location:
Southfield , Michigan
Posted:
November 18, 2017
Reference:
112298
POSITION PURPOSE
The Customer Service/800 Supervisor is responsible for ensuring the business goals of the 1-800 HD departments are met. They are responsible for maximizing the very best in quality, and customer satisfaction while demonstrating the core values of The Home Depot. A Supervisor must have a comprehensive knowledge of HDMS, flooring experience, be capable of motivating his/her self and others to work as a team and accomplish the department s goals and objectives. The Supervisor must have strong communication skills and be able to communicate with the entire HDMS population, Stores and Managers to ensure that HDMS is providing the very best in Customer Service. The Supervisor leads a team of associates in executing strategies and objectives set forth by HDMS Senior Leadership. Strong agent and team development; call center experience a must; attendance and audit experience; 75% interaction with agents; some sales acumen, selling the value of THD flooring while providing estimates, answering flooring questions, and selling our services

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50%-Ensure that customer project needs are met; concerns are resolved quickly, including forecast scheduling needs to meet customer demand.
35%-The Supervisor leads a team of associates in executing strategies and objectives set forth by HDMS Senior Leadership.
15%-Strong agent and team development

NATURE AND SCOPE
Position Reports to Sales and Service Operations Manager
Number of Direct Reports: 10

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.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

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: 1 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.
Additional Qualifications:
Customer Service
Preferred Qualifications:
Basic Computer skills.

Knowledge, Skills, Abilities and Competencies:
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment.
- Ability to set priorities, plan and coordinate work activities and obtain and manager resources so that work objectives are accomplished on time.
- Demonstrated knowledge of Home Depot flooring offerings.
- Important Competencies: Action Oriented, Drive for Results, Problem Solving, Attention to Detail, Learning on the Fly

A little about us:
We recognize that military members are adept, motivated and hardworking. That’s why we made a commitment in 2012 to hire 55,000 veterans in 5 years!

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