PRO Inside Sales Support Supervisor - Dallas, TX

The Home Depot

97d

About The Position

The PRO Inside Sales Support 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 PRO Inside Sales Support 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.

Requirements

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

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).
• 1+ year of previous leadership experience.

Responsibilities

• Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals.
• Includes 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.
• Directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees