Contact Center Supervisor - Customer Solutions Operations (Remote)

The Home Depot

Atlanta (GA)

On-site

USD 60,000 - 80,000

Full time

3 days ago

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Job summary

The Home Depot in Atlanta, GA seeks an experienced Contact Center Supervisor to lead and coach a team of customer service associates. You will drive quality interactions, customer relationships and timely service delivery while meeting department goals.

Responsibilities include recruiting, hiring, training, performance management, and ongoing development of staff. Strong communication and 1+ year leadership experience preferred; Tableau and MS Office skills valued.

Qualifications

Minimum 1 year of leadership experience in a contact center.
Strong verbal and written communication.
Ability to recruit, hire, train, and manage staff.
Proficient with Microsoft Office and Tableau.

Responsibilities

Direct day-to-day supervision of a contact center team to meet KPIs.
Coach and develop team; manage evaluations, mentoring, and actions.
Monitor performance metrics and identify efficiency opportunities.
Serve as escalation point for complex customer issues and conflict resolution.

Skills

Leadership experience

Communication skills

Team coaching

Customer focus

Education

High School Diploma or GED

Tools

Tableau

MS Office

HRIS

Job description

Position Purpose

The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. They contribute to the overall success and profitability of the contact center by ensuring that assigned team meet and/or exceed department goals and objectives. They are accountable for the direct supervision of the work activities of others; this includes personnel issues-including selection, termination, performance appraisal and professional development of subordinates. The Contact Center 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 Contact Center Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.

Req193243

Position Purpose

What Is CSO? Customer Solutions Operations (CSO)

Customer Solutions Operations (CSO) is dedicated to delivering seamless, empathetic, and efficient support to customers and associates across all channels, including in-store, online, and mobile. CSO teams focus on resolving customer issues, streamlining processes, and driving operational improvements by leveraging technology and collaboration. The organization is structured to remove friction, enhance experiences, and empower both customers and associates, ensuring every interaction reflects the company’s values and commitment to service excellence.

Key Responsibilities

50% Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met
20% Drives Engagement - Supports the building and developing of an effective and high performance, team through training, coaching and development; 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
15% Drives Results - Maintains 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 interdepartmental partnership
15% Manages Conflict - 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

Direct Manager/Direct Reports

This position typically reports to Contact Center Manager
This position has 6+ Direct Reports

Travel Requirements

No travel required.

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.

Working Conditions