HR Service Center Supervisor - Call Team

Home Depot; Georgia; Hybrid; USD 61,000 - 68,000; 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 achievement of department goals. The role focuses on staffing, performance management, and developing high-performing teams inside the contact center.

Responsibilities include organizing daily operations, monitoring productivity, and guiding staff to deliver timely, accurate customer service.

Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• 1+ year of previous leadership experience.
• Working knowledge of Microsoft Office Suite.
• Working knowledge of Tableau.
• Working knowledge of presentation software (e.g., Microsoft PowerPoint).
• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract).
• 1+ year of leadership experience is preferred.

Responsibilities

• Directly organizes and supervises day-to-day operations of a contact center team to meet KPI goals.
• Provide daily coaching, mentoring and performance feedback to direct reports.
• Analyze department results and identify opportunities for improvements.
• Serve as escalation point for complex customer issues and ensure timely follow-up.

Skills

Action Oriented

Collaborates

Drives Engagement

Communicates Effectively

Customer Focus

Drives Results

Education

High school diploma or GED

Tools

Microsoft Office Suite

Tableau

PowerPoint

HRIS

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

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.

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 performing 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:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Working knowledge of HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
• 1+ year of previous leadership experience

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $60,500.00 - $68,000.00