21 days old

IB SUPV CUSTOMER SERVICE

Tulsa, OK 74133
JobTitle: IB SUPV CUSTOMER SERVICE
Job ID: 359538_en-us
Salary Range: null- null
Job Category: Customer Service
Employment type: Full Time

Position Description:

Job Description:

This position handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, coaching, training, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all THD Pro end-markets

Must be flexible with work hours due to service levels and the business needs. Monday- Friday 6am - 8pm All Time Zones, Saturday 6am - 6pm All Time Zones Holidays, and possible changes in day/times based on demand.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • Monitor and score calls; coach all CSR levels 
  • Manage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties 
  • Assist in organizing and directing daily activities of center operations. 
  • Resolve problems and complaints, monitor CSR and center performance 
  • Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews 
  • Manage Service Levels & CSR phone adherence 
  • Complete Performance Appraisals 
  • Successful delivery of Special Projects 
  • Communicate interdepartmentally 
  • Contribute to all aspects of the hiring process 
  • Day-to-day management of the contact center 
  • Handle disputes & escalated issues 
  • Independently learn Product and End Markets 
  • Effectively manage and prioritize work 
  • Contribute to building a positive team environment and keeping morale high 
  • Support the Team Leaders in meeting monitoring goals 
  • Train policies and procedures (and have the ability to travel as needed) 
  • Review scorecards 
  • Account Maintenance 
  • Payroll 
  • Become certified in 2 systems and all IBI Brands 
  • Assist in providing special pricing to the sales department 
  • Provide special handling for orders and credits 
  • IT Testing 
  • Other duties as assigned

    NATURE AND SCOPE
    The PRO Customer Supervisor position reports directly to the PRO Customer Manager.
    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 25% of the time.

     

    Categories

    Posted: 2020-08-27 Expires: 2020-09-26

    Before you go...

    Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

    Share this job:

    IB SUPV CUSTOMER SERVICE

    Home Depot, Inc.
    Tulsa, OK 74133

    Join us to start saving your Favorite Jobs!

    Sign In Create Account
    Powered ByCareerCast