Contact Center Supervisor Sales - GCC (On-Site) Houston, TX

Global Custom Commerce

Houston (TX)

Hybrid

USD 65,000 - 90,000

Full time

9 days ago

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Job summary

The Home Depot, Inc. seeks a Contact Center Supervisor Sales - GCC to lead and coach a fast-paced, sales-oriented team in a hybrid Houston-based role.

You will drive sales initiatives, monitor performance, and ensure high-quality customer interactions while building lasting customer relationships. The ideal candidate thrives in a performance-based environment, managing associates from selection through development and guiding them to meet department goals and sales targets.

Qualifications

Must possess strong leadership and coaching skills with a track record of driving sales performance.
Experience supervising a customer-service or contact center team in a fast-paced environment.
Proven ability to recruit, train, and develop staff to meet performance and sales targets.

Responsibilities

Directly supervise a contact center team to meet key performance and sales goals.
Coach and develop team through hands-on daily feedback and formal performance management.
Monitor metrics, identify operational improvements, and implement solutions to boost efficiency and customer satisfaction.
Handle escalations and serve as escalation point for complex issues to ensure timely follow-up.

Skills

Action Oriented

Collaborates

Drives Engagement

Drives Results

Communicates Effectively

Customer Focus

Education

High school diploma or GED

Tools

Microsoft Office

Tableau

PowerPoint

Job description

Position Purpose:

The Contact Center Supervisor Sales - GCC leads and coaches an assigned team in a fast-paced, sales-oriented contact center environment, ensuring high-quality customer interactions while building and retaining strong customer relationships. This role is responsible for driving performance through the consistent execution of sales initiatives, reinforcing a results-focused mindset, and ensuring the timely delivery of company products and services. The Supervisor contributes to the overall success and profitability of the contact center by ensuring their team meets or exceeds department goals, objectives, and sales performance expectations.

This leader is accountable for the direct supervision of associates, including selection, performance management, and professional development. The Contact Center Supervisor leads by example—remaining highly engaged with their team while actively teaching, coaching, and training associates to strengthen sales behaviors, customer engagement skills, and overall performance. Success in this role requires the ability to motivate and inspire others, translate strategy into action, and develop associates who are confident in delivering solutions that drive both customer satisfaction and business results.

The Contact Center Supervisor partners closely with leadership to consistently execute strategies and objectives set forth by management and is responsible for recruiting, hiring, training, and developing customer service associates to achieve both operational and sales-driven outcomes. The ideal candidate is self-motivated, thrives in a performance-based environment, and is able to clearly articulate their experience leading teams, driving sales initiatives, and coaching others toward measurable success.

Strong verbal and written communication skills are essential, as this role regularly interacts with internal and external stakeholders and requires the ability to communicate expectations, performance feedback, and results effectively.

This position is based in Houston, Texas, the ideal candidate will reside in the Houston Metro area. The role follows a hybrid schedule with on-site presence required Monday through Thursday at the GCC location to support collaboration, coaching, and team engagement. Remote work is permitted on Fridays as well as during rotating weekend on-call coverage.

What is GCC?

Global Custom Commerce (GCC) is a Home Depot Company dedicated exclusively to the sale of custom window covering solutions, including blinds, shades, and other made‑to‑order products. GCC plays a critical role in Home Depot’s e‑commerce and interconnected customer experience, supporting customers through a consultative, sales‑driven model that blends product expertise, design guidance, and personalized service. Unlike a traditional contact center, GCC operates in a specialized, performance‑focused environment where customer engagement, solution‑based selling, and relationship building are central to delivering both customer satisfaction and business results.

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: