27 days old

Supervisor Customer Care

Atlanta, GA 30339
JobTitle: Supervisor Customer Care
Job ID: 369329_en-us
Salary Range: null- null
Job Category: Services
Employment type: Full Time

Position Description:
POSITION PURPOSE

The Pro Referral Contact Center Supervisor is responsible for a Team of Home Service Coordinators who handle calls, emails, and chats for Home Depot’s Pro Referral Program.  Each Coordinator is responsible for providing excellent customer service for Home Depot Customers and Pros; as well as for recruiting Pros to the Pro Referral Network. The Supervisor manages the Coordinators working directly with Customers and Pros who call, email, or chat into the Pro Referral Contact Center. These Coordinators handle Customer and Pro inquiries related to Job Requests, General Questions, and Compliance inquiries, based upon Pro Referral guidelines and procedures.

The Pro Referral Contact Center Supervisor can expect to perform Quality Assurance Evaluations for a Team of Coordinators, based on Pro Referral’s Quality Assurance guidelines; as well as to review Quality Assurance performance of their Team of Coordinators.  Additionally, they will monitor the Attendance and Punctuality of each Coordinator on their Team based on the Contact Center Attendance Policy and Home Depot’s SOP’s.

Lastly, the Pro Referral Contact Center Supervisor will spend time communicating and coaching Team of Coordinators through the review and Scorecard Metrics.  Metrics include Schedule Adherence, Quality Assurance, Attendance, Reliability, After Call Work, and Productivity.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50%-Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met.
25%-Recruit, hire, train and manage customer service representatives in completing their tasks and meeting goals established by leadership team.
25%-Identify and address training and performance opportunities to improve position and department performance.

NATURE AND SCOPE
Position reports to Call Center Manager
Number of Direct Reports: 8-15

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: 2021-01-28 Expires: 2021-02-27

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Supervisor Customer Care

Home Depot, Inc.
Atlanta, GA 30339

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