To assist, support and grow our 1.5m plus PRO Customers. Provide daily assistance to our Sales personnel in growing the PRO business. Contribute to the delivery of the One Home Depot Pro Strategy and meeting our business objectives.
The PRO Customer Support Manager is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Pro Customer Service Manager operates directly through a team of exempt level supervisors to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

* 25%- Manages, coaches and develops a team of 6 FTE who provide support for our front-line Customer Service Centers and internal business partners.
* 25%- Provides standardized reporting (Dashboard, Headcount, THD, IRT, Open), executive Dashboard and ad hoc reporting as requested by the VP and Senior Director.
* 25%- Implements new and standardizes existing processes to create alignment across the organization (e.g., WFM principles, team huddles, QA program).
* 25%- Supports and sometimes coordinates the deployment of new technologies within the Customer Service team
NATURE AND SCOPE
Reports to Director, Customer Service. Has 5+ direct reports.

JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel 5% to 20% of the time.