Contact Center Supervisor: People & Performance Leader

The Home Depot; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

The Home Depot is seeking a Contact Center Supervisor to lead and coach a team of customer service associates, ensuring quality interactions and timely delivery of products and services. You will recruit, hire, and develop staff, monitor performance, and align daily operations with department goals.

Responsibilities include guiding day-to-day activities, analyzing metrics, handling escalations, and driving engagement through hands-on coaching. Strong communication and leadership are essential.

Qualifications

• Must be 18 years or older.
• Must be legally permitted to work in the United States.
• High school diploma or GED required.
• 1+ year of leadership experience preferred.
• Working knowledge of Microsoft Office Suite and Tableau preferred.

Responsibilities

• Directs day-to-day operations of a contact center team to meet KPI goals and ensure timely handling of customer transactions.
• Coaches and develops team through daily coaching, performance management, and mentoring.
• Monitors productivity and service levels, analyzes metrics, and identifies operational improvements.
• Guides escalation handling and coordinates with managers to resolve complex customer issues.

Skills

Leadership experience

People management

Coaching

Communication

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office Suite

Tableau

PowerPoint

HRIS software

Job description

The Home Depot is seeking a Contact Center Supervisor to lead and coach a team of customer service associates, ensuring quality interactions and timely delivery of products and services. You will recruit, hire, and develop staff, monitor performance, and align daily operations with department goals.

Responsibilities include guiding day-to-day activities, analyzing metrics, handling escalations, and driving engagement through hands-on coaching. Strong communication and leadership are essential.