Inside Sales Representative Supervisor - ChicagoHome Depot • Chicago, Illinois, United States

Postuler Maintenant

Inside Sales Representative Supervisor - Chicago

Home Depot

Chicago, Illinois, United States

Chicago, Illinois, United States

Postuler Maintenant

À propos

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.
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 advanced 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
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications
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.
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education.
Minimum Years of Work Experience
1
Preferred Years of Work Experience
No additional years of experience.
Minimum Leadership Experience
None.
Preferred Leadership Experience
None.
Certifications
None.
Competencies
Action Oriented
Collaborates
Drives Engagement
Communicates Effectively
Customer Focus
Drives Results
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $70,000.00 - $80,000.00
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Chicago, Illinois, United States

Compétences linguistiques

English

Avis aux utilisateurs

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