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HRS CALL CENTER MANAGER

Home Depot


Location:
Marietta, GA
Date:
11/17/2017
2017-11-172017-12-16
Job Code:
111988
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Job Details

HRS CALL CENTER MANAGER - Marietta GA 30062 Skip Navigation
Job Details

HRS CALL CENTER MANAGER (111988)

GA - Marietta

  • Date Posted: Nov 3, 2017
  • Company: Home Services
  • Travel: 0-10%
  • Functional Area: Services
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
Position Purpose:
The HRS Call Center 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 role reports directly to the Senior Manager, Call Center Operations and directly manages a team of operational supervisors and customer service representatives to ensure department performance, outcomes, and drive support of strategies tied to outstanding customer service through adherence to quality and performance metrics. The HRS Call Center Manager will partner with stakeholders throughout the organization to gain business context, set operational processes, and establish service level agreement. The Manager will be responsible for developing internal processes, creating knowledge bases and work force management strategies, and driving the team's performance to service level agreements.

Major Tasks, Responsibilities & Key Accountabilities:
25%- Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.
2 5%- Ensures that assigned business units addresses inbound customer inquiries to the highest professional standards and to the satisfaction of the customer and the company. Works to maintain excellent service levels, monitor performance and ensure that business unit performance meets established expectations.
20%- Acts as escalations path for complex customer contacts and periodically conducts real-time call/e-mail or chat monitoring and coaching in order to enhance service quality and increase productivity and department performance. Evaluates real time monitoring that supervisors conduct.
15%- Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions.
15%- Promotes ongoing cooperative relationships. Ensures positive working relationships and effective communication, and ensures associates are equipped with information critical to the success of their roles. Builds and develops an effective, high performance team.

Nature and Scope: This position reports to the Sr Manager, Call Center Operations. This position has 3-5 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.


ESSENTIAL SKILLS:
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must pass the Drug Test.

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.

Work Experience Required: 5 years Minimum

Certifications & Licenses: 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:
-Demonstrated success in developing and managing people and processes in a customer service organization. Ability to achieve results despite large workload and competing demands. Practical understanding of Customer Service/Order entry systems and proficient PC skills (Microsoft Office, Call Center Software). Excellent and effective oral and written communication skills. Proven ability to meet deadlines, manage multiple priorities and achieve results in a fast paced and demanding work environment. Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability, and empowerment.


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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