Inside Sales Support Supervisor - Chicago

The Home Depot

7d•Onsite

About The Position

The Inside Sales Support Supervisor leads and coaches an assigned team to ensure quality customer interaction, build and retain customer relationships, and achieve timely delivery of company products and services. This role contributes to the contact center's success and profitability by ensuring the team meets or exceeds department goals. The supervisor is directly accountable for the work activities of others, including personnel management such as selection, termination, performance appraisal, and professional development. They lead a team of associates in executing management's strategies and objectives, and are responsible for recruiting, hiring, training, and managing customer service associates to achieve departmental and positional 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.

Requirements

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
1+ year of previous leadership experience
None

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
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