Contact Center Supervisor - Customer Solutions Operations (Remote)

The Home Depot • GEORGIA - VIRTUAL - GA01, AZ

11d • Remote

About The Position

The Contact Center Supervisor leads and coaches an assigned team to ensure quality customer interactions, build and retain customer relationships, and commit to the timely delivery of company products and services. This role contributes to the overall success and profitability of the contact center by ensuring the team meets or exceeds department goals. The supervisor is accountable for the direct supervision of others' work activities, including personnel issues such as selection, termination, performance appraisal, and professional development. They lead a team in executing management's strategies and objectives, and are responsible for recruiting, hiring, training, and managing customer service associates to achieve department and position goals. The incumbent must be self-motivated, able to motivate others to work as a team, and effectively communicate verbally and in writing with all internal and external stakeholders. 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.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• 1+ year of previous leadership experience
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
• 1

Nice To Haves

• 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)
• No additional education
• No additional years of experience
• None

Responsibilities

• 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
• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED