1+ months


Jacksonville, FL 32205
Job ID: 366371_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:

Position Purpose: 

The Sr. Manager HD Pro Customer Service typically manages a core complement of direct reports/supervisors and associate agents handling voice, email, chat, sms and other social media interactions/contacts.
Will be involved in the resolution of complex customer issues that are beyond the scope of a Supervisor.
As Sr. Manager, will participate in strategic initiatives to enable the department to continue to meet/exceed our growth objectives, strategies and ultimately benefiting the customer experience. Identify, research and analyze potential opportunities related to customer satisfaction. Is relied upon as a subject matter expert in call center operations. Understands leading indicators, associated reporting and productivity metrics and ways to enhance efficiencies. This role gains leadership support to improve processes, standards, methods, tools, competencies across the contact center organization. This role is responsible for building a reliable, differentiated customer experience by leveraging past experiences in implementing large scale call center systems, technologies and multi-channel points of contact. This role also supports the Leadership team to drive accountability for the processes and projects designed to continually improve the customer experience.

Major Tasks, Responsibilities & Key Accountabilities:

25%- Develop and lead team on process improvement projects. Develop project
plans and associated communications documents to roll out initiatives. Effectively
communicate project expectation to stakeholders
20%- Track, review, and incorporate findings from customer transactional data to
continuously improve the customer experience. Develop best practices and tools to
ensure consistent, high level execution.
20%- Prepare and deliver insights and recommendations based on benchmarking best practices of industry/business, competitive landscape, customer data and metrics and implement performance improvements for low performing departments and teams.
20%- Manage the Customer Experience improvements by offering guidance and
coaching to both operational managers and stakeholders. Determine multi- faceted
problems, understand the fundamental parts of the problems and communicate the
problems to key stakeholders.
15%-Translate business strategy into forecasted learning needs that support
customer experience & initiative launch dates. Partners with learning on roadmap
development & collaboration to meet or exceed product delivery expectations. Acts
as liaison between leaders & learning for project channeling & priority setting.

Nature and Scope:

This position reports to the Sr Director of Services, Contact Center.
This position has 2 or more direct reports.

Environmental Job Requirements:

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


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



Posted: 2020-12-01 Expires: 2021-01-29

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