1+ months

Supervisor - Call Center Sales

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EThe Sales Recovery Supervisor for Home Services is responsible for ensuring superior service delivery to customers by directly supervising the daily operational activities of a team of up to 15 contact center associates. 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. Contributes to the overall success and profitability of the Recovery Program(s) by ensuring that assigned team meets and/or exceeds department goals and objectives. Accountable for the direct supervision of the work activities of others. In addition to personnel issues-including selection, termination, performance appraisal, and professional development of subordinates.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003E50%- Directly organizes and supervises day-to-day operations and activities of a Recovery 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. \u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003E20%- Support the building \u0026 developing of an effective \u0026 high performance team. Provides hands on daily coaching in order to improve \u0026 maintain team performance. Is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports. Leads \u0026 directs in a manner that inspires. \u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003E15%- 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. \u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003E15%- 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.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EThis position reports to the Sr Manager of Operations and Services Sales Recovery. \u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EThis position has 1-15 direct reports.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003ETypically requires overnight travel less than 10% of the time.\u003C/span\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EMust be eighteen years of age or older.\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EMust be legally permitted to work in the United States.\u003C/span\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EYears of Relevant Work Experience:\u0026nbsp;\u003C/strong\u003E\u003Cspan\u003E5 years\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EMost 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.\u003C/span\u003E\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cspan\u003EBachelor\u0027s Degree\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EThree years prior supervisory experience in a sales, customer service, or contact center environment.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EAbility to grasp technical and complex concepts and articulate them clearly to subordinates as well as internal and external customers.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EProficiency in MS Office Suite\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EPrevious sales experience in home improvement products or services.\u003C/span\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003C/strong\u003E\u003Cspan\u003EExcellent verbal and written communication skills.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EStrong problem solving, formulation, follow through, reasoning/logic and analytical skills.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EProven ability to lead effective and productive teams and proven ability to effectively develop and guide direct reports.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EStrong interpersonal, team and communication skills with customer focus. Ability to work under pressure and manage competing priorities.\u0026nbsp;\u003C/span\u003E\u003Cbr /\u003E\u003Cspan\u003EPrevious sales experience.\u003C/span\u003E\u003C/div\u003E
Posted: 2020-09-17 Expires: 2020-11-15
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Supervisor - Call Center Sales

Home Depot
Atlanta, GA 30303

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