1+ months

IB SR ANALYST CUSTOMER SERVICE

Jacksonville, FL 32205
JobTitle: IB SR ANALYST CUSTOMER SERVICE
Job ID: 359621_en-us
Salary Range: null- null
Job Category: Customer Service
Employment type: Full Time

Position Description:

POSITION PURPOSE
The primary focus of this position is to support THD Pro Customer Service training development & delivery.  The Home Depot Pro Training Senior Analyst is responsible for training both leaders and front-line associates across multiple lines of business.  Training would include in person, virtual and digital mediums.  Key responsibilities include but are not limited to leading teams on training initiatives projects, effective communication to teams and other leaders, reviewing and understanding  data, identifying trends in business and applying knowledge to curriculum that improves the overall quality of the THD Pro customer experience.  A successful Home Depot Pro Training Senior Analyst will possess and demonstrate strong leadership skills, analytical ability and communication skills.


MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 25%- Responsible for in-depth analysis of operational performance and results. Recommend and take corrective actions as necessary.  Set-up standard reporting templates and time-frames for publication.
  • 25%- Analyze and ensure optimal process execution across the multiple Customer Service Call centers.  Utilize Key Performance Indicators (KPI) to recommend best practices and operational efficiency.
  • 25%- Utilize baseline process mapping and quality tool to improve process consistency, driving improved productivity in the call centers and improve the overall customer experience.
  • 20%- Leverage technology capabilities within Customer Service and ensure all operations, processes and initiatives maximize those capabilities to drive optimal performance
  • 5%- Other duties and percentages may change or be assigned based on the needs of the department and organization.

    NATURE AND SCOPE
    This position reports to the Senior Manager Customer Service 
    This position has 0 to 1 direct report.
    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.

Categories

Posted: 2020-08-27 Expires: 2020-10-25

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IB SR ANALYST CUSTOMER SERVICE

Home Depot, Inc.
Jacksonville, FL 32205

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