The Manager will assist, support and grow our 1.5m plus PRO Customers. Provide daily assistance to our 50k+ Sales personnel in growing the PRO business. Contribute to the delivery of The One Home Depot Pro Strategy and meeting our business objectives. The PRO Customer Support Manager is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Pro Customer Service Support Manager operates directly through a team of exempt level supervisors to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% - People Management: Manages, coaches and develops both front-line Supervisors and Customer Service Associates supporting both our Customers and Sales Professionals
25% - Program Management: Meet and/or exceed Key Performance Indicators through ensuring adherence to schedules, quality performance, operational metrics and providing an effortless customer experience
20% - Training and Development: Responsible for center's morale, creating a positive work environment concentrating on VOA and other associate initiatives, work closely with other Operational teams as needed to develop and train associates
20% - Customer Service: Manages and resolves escalations from Customers, Sales Professionals and all levels of management
5% - Administrative: Oversees compliance of all established Company policies, procedures, standards, and record-keeping
5% - Miscellaneous: Other job duties as assigned including but not limited to special projects
NATURE AND SCOPE
This position reports to the Sr. Director.
This position has up to 8 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.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
ADDITIONAL MINIMUM QUALIFICATIONS:
Self-starter with a sense of urgency
Advanced level of communication skills including both verbal and written
Prior Managerial experience in Call Center environment
Constantly operates a computer and other office productivity machinery such as a calculator, keyboard, copy machine and computer printer
Must be flexible with Monday-Friday work hours due to service levels and the business needs, all time zones, Holidays, possible Saturdays and Sundays dependent on the needs of the business, possible changes in days/times based on call volumes and growth.
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: 3 years
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.
Bachelor's Degree preferred with preference of 5 - 7 years of call center experience
Proven track record of performance management, coaching and mentoring work teams, documenting processes, analyzing trends and achieving exceptional levels of customer service.
Experience with analysis, problem solving and project management.
Knowledge of NICE Call Recording and Avaya Contact System
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:
Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Develops Talent: Developing people to meet both their career goals and the organization’s goals
Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives
Drives Vision and Purpose: Painting a compelling picture of the vision and strategy that motivates others to actions
Strong process knowledge and communication skills
Excellent analytical skills
Project management capabilities
Leadership presence and the ability to influence others
Excellent teamwork and communication skills
Ability to multi-task
Problem solving, and understanding of technology
Strong relationship building skills
Highly developed negotiation skills
Experience with Avaya telephone systems, workforce management operations and call recording (QA)