Supervisor Inside Sales Support - Seattle (Pac Northwest)

The Home Depot

Seattle (WA)

On-site

USD 65,000 - 86,000

Full time

7 days ago

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Job summary

The Home Depot is seeking a Contact Center Supervisor to lead and coach a team, drive performance, and ensure quality customer interactions. The role focuses on meeting department goals, recruiting, training, and developing customer service associates to deliver exceptional service.

Located in Seattle, this position emphasizes teamwork, effective communication, and strategic collaboration with management to improve efficiency and customer satisfaction.

Qualifications

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

Responsibilities

Directly organizes and supervises day-to-day operations and activities of a contact center team to achieve key performance goals.
Provide hands-on coaching and development; manage performance processes for direct reports.
Maintain statistics for direct reports and department results; identify operational improvements.
Serve as escalation point and resolve complex customer issues; 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 (IBM Kenexa, PeopleFluent, Tesseract)

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.

Req192908

Position Purpose

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