Bilingual Contact Centre Supervisor, 6 month contract

The Home Depot; Toronto; Hybrid; CAD 55,000 - 85,000; Full time

Benefits offered by this job

Semi-annual bonuses

Deferred Profit-Sharing

Stock purchase discount

Merit-based salary increases

Comprehensive benefits

Job summary

The Home Depot Canada is seeking a Contact Centre Supervisor to lead a team, model GET behaviours, and deliver outstanding customer service that drives store profitability. You will ensure adherence to Home Depot SOPs and the Code of Conduct, supervise staffing, and coach performance to achieve results while fostering a culture aligned with our values.

Daily duties include monitoring KPIs, partnering with internal/external stakeholders, supporting associates during operating hours, and

Qualifications

• High school diploma or equivalent.
• Minimum one year of relevant work experience.
• Experience at department supervisor level preferred.

Responsibilities

• Lead by example and promote positive associate morale.
• Communicate SOPs and Code of Conduct guidelines to Associates.
• Supervise staffing to meet business needs.
• Manage performance with clear goals and feedback.
• Develop talent through career conversations and development plans.
• Provide training, tools, and guidance to meet expectations.

Skills

Effective communication

Conflict management

Talent development

Engagement driving

Education

High school diploma or equivalent

Tools

MS Office

Typing skills

Job description

Pay Range: $55,000 - $85,000

At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.

Are you someone who thrives on helping others succeed, enjoys making an impact, and takes pride in guiding customers to the right solutions for their projects? If you’re also naturally curious and eager to keep learning, consider starting or growing your career with us at The Home Depot.

Description du poste

Le superviseur, Centre de relation clientèle, doit: (a) mettre en pratique les quatrepiliers des comportements des responsables chez HomeDepot, c’est‑à‑dire le respect, le perfectionnement, l’inspiration et la célébration des autres; (b) offrir un service à la clientèle exceptionnel à nos clients et à nos associés afin de stimuler les ventes et la rentabilité de l’entreprise; et (c) favoriser une culture axée sur les valeurs. De plus, il doit connaître les fonctions de la majorité des autres postes du centre de relation clientèle et être en mesure de les exécuter. Nos objectifs en matière de service à la clientèle sont d’aller au-delà des attentes de nos clients internes et externes chaque jour et de mettre en œuvre notre modèle Passez à l’ACTion.

Principales responsabilités

• Donner l’exemple en adoptant en tout temps des comportements dignes du modèle Passez à l’ACTion et en encourageant une attitude positive chez les associés.
• Communiquer aux associés les méthodes d’exploitation normalisées et toutes les lignes directrices du code d’éthique de HomeDepot et s’assurer qu’elles sont respectées.
• Superviser les associés et les activités relatives à ses fonctions, notamment en veillant à ce que la dotation en personnel réponde aux besoins de l’entreprise.
• Gérer le rendement des associés en leur transmettant les responsabilités et les objectifs, en les reconnaissant et en les récompensant, en documentant et en évaluant leur rendement, en leur fournissant des rétroactions officielles et non officielles quant au rendement, ainsi qu’en effectuant des évaluations des associés et du rendement, et en assurant un suivi approprié.
• Favoriser le perfectionnement des compétences des associés en animant des discussions relatives à la carrière portant sur la promotion, l’évaluation du rendement et le perfectionnement professionnel en fonction des compétences du poste et en utilisant nos profils de réussite ainsi que notre modèle70-20-10.
• Offrir aux associés la formation, les renseignements, les outils, l’encadrement, les directives, l’encouragement et la reconnaissance nécessaires pour atteindre les objectifs et pour assumer des responsabilités plus importantes au sein du centre de relation clientèle.
• Offrir un soutien à tous les associés du centre de relation clientèle pendant les heures d’ouverture.
• Établir et maintenir de solides partenariats d’affaires avec les partenaires internes et externes afin d’améliorer l’expérience de magasinage du client et d’un seul HomeDepot.
• Passer en revue les indicateurs de rendement clés relatifs à ses fonctions afin de maintenir la rentabilité, de déterminer les tendances et de définir les problèmes, pour ensuite élaborer et mettre en œuvre les mesures appropriées.
• S’assurer que tous les associés sont au courant de nos politiques en matière de santé et de sécurité et qu’ils les respectent quotidiennement dans le centre de relation clientèle.

Compétences

• Communication efficace.
• Gestion des conflits.
• Perfectionnement des talents.
• Stimulation de l’engagement.

Aptitudes

• Maîtrise de la technologie, des logiciels et des applications de la suite Microsoft et compétences de frappe au clavier.
• Au moins unan d’expérience pertinente à titre de superviseur ou à un niveau plus élevé.

Supérieur immédiat ou subordonnés

• Supérieur immédiat: directeur, Centre de relation clientèle.

Exigences relatives aux déplacements

• Aucun déplacement requis.

Exigences physiques

• Position assise à un poste de travail la majorité de la journée, rarement debout.
• Utilisation d’un ordinateur et d’autres technologies.

Travail hybride

• Sans emplacement précis.

Conditions de travail

• Travail sédentaire.
• Espace de travail à domicile, sans bruit ni distractions pendant toute la durée du quart de travail.
• Horaire variable (disponibilités de jour et de soir, à tout jour de la semaine) habituellement.
• Respect des exigences de HomeDepot par rapport à Internet.
• Respect des lignes directrices relatives au télétravail de HomeDepot.

Exigences de base

• Diplôme d’études secondaires ou l’équivalent.

Expérience professionnelle

• Au moins unan d’expérience pertinente.

Expérience en direction

• Au moins unan d’expérience pertinente à titre de superviseur ou à un niveau plus élevé.

Position Overview:

Contact Centre Supervisor must (a) demonstrate the four pillars of Home Depot leadership behaviours Respect, Develop, Celebrate and Inspire (b) provide outstanding customer service to our Customers and Associates to drive the sales and profitability of the organization (c) Foster a values based culture. In addition to being familiar with and able to perform the functions of the majority of other Contact Centre positions. Customer service objectives include going above and beyond for our internal and external Customers each and every day and demonstrating our GET model.

Key Responsibilities:

• Lead by example in consistently demonstrating GET Involved behaviours and promoting positive associate morale.
• Ensure all Home Depot Standard Operating Procedures and Guidelines in the Code of Conduct are communicated and adhered to by Associates.
• Supervise Associates and work activity within the function(s) of responsibility, including ensuring appropriate staffing levels to meet the business needs.
• Manage Associate performance through the communication of responsibilities and goals, reward and recognition, documenting and evaluating performance, providing informal and formal performance-based feedback, completing Associate Reviews and Performance Appraisals and providing appropriate follow-up.
• Develop Associate talent by facilitating career conversations regarding promotion, performance appraisal and/or professional development based on role competencies using our success profiles and 70/20/10 model.
• Provide Associates with the training, information, tools, coaching, guidance, encouragement and recognition needed to meet expectations and/or take on higher levels of responsibility within the Contact Centre.
• Provide Supervisor support to all associates across Contact Centre during operating hours.
• Develop and maintain strong business partnerships with internal and external partners to elevate the customer and One Home Depot experience.
• Review Key Performance Indicators for the assigned function in order to maintain profitability, identify trends, define problems and develop and implement appropriate actions.
• Ensure that all associates are aware of our Health and Safety policies and are adhering to them daily in our Contact Centre environment.

Competencies:

• Communicates Effectively
• Develops Talent
• Drives Engagement
• Manages Conflict

  Skills:

  • Must be proficient in using technology, computer software(s), MS Suite applications and typing skills.
  • At least one year of relevant work experience at the department supervisor level or above.

  Direct Manager/Direct Reports:

  • Reports to Contact Centre Manager

  Travel Requirements:

  • No travel is required for this role.

  Physical Requirements:

  • Requires sitting at a workstation, majority of the day, with minimal standing.
  • Operating a computer and other technology.

  Working Conditions:

  • Sedentary work
  • Associates are expected to ensure they have an established work area in their home free from domestic noise and distractions during the full length of their assigned work shift.
  • Contact Centre Supervisors customarily work a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the week .
  • Must be able to meet Home Depot internet requirements.
  • Must be able to meet Home Depot Work from home guidelines.

  Minimum Education:

  • Highschool Diploma or Equivalent

  Minimum Years of Work Experience:

  • At least one year of relevant work experience.

  Minimum Leadership Experience:

  • At least one year of relevant work experience at the department supervisor level or above.

  Certifications:

  • NA

  Other Requirements/Assets:

  • NA

  In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.