21 days old

Operations Manager - Home Depot Exteriors

Atlanta, GA 30309
JobTitle: Operations Manager - Home Depot Exteriors
Job ID: 373907_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:
POSITION PURPOSE
The Call Center Operations Manager provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training/Knowledge Base, Workforce Management/Staffing and direct management of production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building customer service enhancements and process improvements. The incumbent is also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% - Sets priorities for assigned branches and directly manages assigned team towards the achievement of branch objectives and goals.
25% - Ensures that assigned branch unites handle inbound/outbound communications to the highest professional standards and to the satisfaction of the customer and the Company. Works through direct reports to maintain excellent service level, monitors performance and ensures the branch unit's performance meets/exceeds standards.
20% - Effective trainer on new processes and technological improvements. Acts as an escalation path for customer concerns and periodically conducts real-time call/email or chat monitoring. Conducts coaching with associates in order to enhance service quality and increase productivity and branch performance.
15% - Evaluates real-time performance and contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and executing recommended solutions. Responsible for process improvements, training and development. Promotes ongoing cooperative relationships.
15% - Ensures positive working relationships, effective communication and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performing team. Works through direct reports to ensure competence and continuing improvement. Other tasks as assigned.

NATURE AND SCOPE
This position reports to Divisional Operations Manager
This position has 5-15 direct reports.

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: 2021-04-13 Expires: 2021-05-13

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Operations Manager - Home Depot Exteriors

Home Depot, Inc.
Atlanta, GA 30309

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