Contact Center Manager - Resolutions

Home Depot Kennesaw , GA 30152

Posted 2 months ago

POSITION PURPOSE

The Contact Center Resolutions Manager is responsible for establishing and leading a solutions oriented approach to client service and delivery that enables and drives performance and attainment of department related objectives. The position serves to strengthen and lead the development of efficient and effective customer processes, systems, service delivery, documentation and reporting. The Resolutions Manager builds and maintains customer loyalty and repeat business by proactively identifying, assessing and resolving complex customer issues that can potentially impede customer satisfaction, productivity, sales and/or profitability.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
35% Provides leadership and manages performance of escalations platform desk to achieve a range of service and operational business goals. Enhances the performance of the escalations team and ensures that escalated and complex customer issues are resolved to the highest professional standards and to the satisfaction of the customer and Company.
25% Comunicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associates with service level achievements. Identifies variances and creates effective plans to address gaps. Ensures appropriate reporting and metrics are in place to provide transparency to operational efficiency and effectiveness.
20% Works through direct reports to collect and compile data that identifies opportunities for service. Determines the root cause of escalations patterns, communicates findings as appropriate. Drives required improvements across all departments that impact the customer experience.
20% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques.

NATURE AND SCOPE

Position reports to Senior Manager, Contact Center

Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

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:

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 associate'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:

Bachelor's Degree preferred
5 to 7 years of call center or customer service leadership experience with at least 2 years managing customer escalation process

Experience with creation and maintenance of operating procedures and control matrices.

Experience with analysis, problem solving and project management.

Knowledge, Skills, Abilities and Competencies:

Demonstrated ability to drive continuous measurable process and system improvements and efficiencies.

Ability to achieve results and balance competing priorities in a fast paced and demanding work environment.

Strong communication, interpersonal and coaching skills.

Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment.

Experience in handling difficult customer scenarios on an ongoing basis and demonstrated ability to maintain department and personal effectiveness and efficiency in a stressful environment.

Thorough and detailed knowledge og customer service and call center systems in addition to proficiency with Microsoft Office: Excel, Word and Powerpoint.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Contact Center Supervisor Online

Home Depot

Posted 2 weeks ago

VIEW JOBS 5/31/2019 12:00:00 AM 2019-08-29T00:00 POSITION PURPOSE Are you ready to lead a team of customer-focused, "orange-blooded" associates? We are looking for a Contact Center Supervisor with a "servant leader" attitude who will be responsible for superior customer service to our online customers. You will supervise the daily operational activities of a team of 15-20 associates. You will lead, coach and develop a team and hold them accountable to the high-level customer interaction our customers expect, while building relationships to retain customers and exceed the timely delivery of our company products and services. Are you ready to contribute to our overall success and profitability, exceeding contact center goals by leading your assigned teams' goals and objectives? Are you ready to be part of the #1 home improvement retailer? See our qualifications below and apply! MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES 50% Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals. This includes ensuring customer transactions are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence and attendance and managing change. 20% Supports the building and developing of an effective and high performance team. Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads and directs in a manner that inspires employees, galvanizes associate engagement and produces desired business outcomes. 15% Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required. Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and inter-departmental partnerships. Directly implements changes as needed. 15% Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times. NATURE AND SCOPE Position reports to the Manager or Sr. Manager, Contact Center Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates. 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: 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 associate's degree program or equivalent degree in a field of study related to the job. Years of Relevant Work Experience: 4 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: Bachelor's Degree 3 years prior supervisory experience in a customer service or contact center environment. Demonstrated ability to grasp technical and complex concepts and clearly explain these to subordinates and internal and external customers. Proficient in MS Office Suite Knowledge, Skills, Abilities and Competencies: Excellent verbal and written communication skills. Strong problem solving, formulation, follow through, reasoning/logic and analytical skills. Proven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports. Strong interpersonal, team and communication skills with customer focus. Ability to work under pressure and manage competing priorities. Home Depot Kennesaw GA

Contact Center Manager - Resolutions

Home Depot