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HDE Senior Manager Customer Appointment Center

Home Depot


Location:
Atlanta, GA
Date:
06/22/2017
2017-06-222017-07-22
Job Code:
108079
Apply on the Company Site
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Job Details

HDE Senior Manager Customer Appointment Center - Atlanta GA 30308 Skip Navigation
Job Details

HDE Senior Manager Customer Appointment Center (108079)

GA - Atlanta

  • Date Posted: May 31, 2017
  • Company: Home Services
  • Travel: None
  • Functional Area: Management
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Sr. Manager, Customer Appointment Center (CAC), has managerial oversight for the team and is responsible for developing and implementing operations strategy. The role provides leadership to CAC associates and is actively engaged in managing teams to drive effective operations, associate engagement, and excellent customer service. The Sr. Manager will ensure that appropriate leadership and supervision occurs and is responsible for driving company processes for associate engagement, development and recognition, while monitoring service levels and operational improvements. The Sr Mgr CAC is responsible for driving operational metrics, expense control, staffing and quality assurance. This individual is actively involved in managing the teams and building customer service enhancements and process improvements. This individual develops operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The Sr. Mgr. CAC is responsible for driving and maintaining elevated performance and profitability through the execution of contact center projects and technology enhancements to increase productivity. Must be able to develop recommendations, prioritize issues and brainstorm/develop solutions by meeting and working with a diverse group of people

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

25%-Provide effective leadership, drive associate's engagement, and development of teams that drive department performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals.
25%-Aggressively identify and address performance deficiencies by developing and executing performance improvement plans; training and coaching strategies.
20%-Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness.
25%-Maintain and report on service level standards and manage department and operations within budget. Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements. Manage special projects and technology improvements.
5%-Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff.

NATURE AND SCOPE

This position reports to Sr Dir.-Contact Centers
This position has 5 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.
Additional Environmental Job Requirements:


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience:
5 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:

Preferred Qualifications:

Knowledge, Skills, Abilities and Competencies:
Leadership skills including the ability to motivate, train, and develop associates.
Develop and act upon strategy. Understanding of process improvement, root cause, key performance indicators.
Strong listening and communication skills.
Positive attitude. Professional attitude and appearance regardless of circumstance.
Analytical, strategic, and constructively critical; proven ability to develop comprehensive solutions to complex problems.
Requires good problem solving skills to handle an array of customer issues and special requests.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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