Incumbent is responsible for ensuring the business goals of Pro Referral (formerly Redbeacon) are met. They are responsible for delivering quality results and maximizing customer satisfaction while demonstrating the core values of The Home Depot. The supervisor must have a comprehensive knowledge of Pro Referral products and services. The supervisor leads a team of associates in executing strategies and objects set forth by management and is responsible for recruiting, hiring, training and managing customer service associates to achieve department and position goals. Incumbent should be self-motivated and able to motivate others to work as a team. The supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders including pros and customers.
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
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
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: 2 years
Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).
2 years of experience in Call Centers
1 year of experience supervising teams
Strong agent and team development and experience in a Call Center environment.
Knowledge or experience in the home improvement industry
Knowledge, Skills, Abilities and Competencies:
Excellent customer service skills
Conflict management skills
Experience working in collaborative cross functional team
Attention to detail, good follow-up skills