Virtual Apron Contact Center Supervisor - Bath (Remote)

Position Purpose: The Virtual Apron Contact Center Supervisor – Bath (Remote) leads and coaches an assigned team of highly experienced associates who support both online and in-store customers with bath-related products, design, and installations. This role ensures quality customer interactions, fosters 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 Virtual Apron 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. What Is Virtual Apron? The Virtual Apron team consists of Support Specialists and Design Specialists who work remotely to provide personalized assistance to customers. These roles are part of Home Depot’s Services Operations Selling Center, and they support both online and in-store customers virtually. The Bath team is part of a larger network that includes Flooring, Millwork, Countertops, Design Connect (Kitchens), Closets. 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. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity. • 20% - Drive Engagemnet - Supports the building and developing of an effective and high performing 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 advance 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 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 18 years of age or older. • Must be legally permitted to work in the United States. Preferred Qualifications: • Experience in bath design or related fields • Working knowledge of Microsoft Office Suite • Working knowledge of Tableau • Working knowledge of presentation software (e.g., Microsoft PowerPoint) • Working knowledge of HRIS software Minimum Education: • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education: • The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Minimum Years of Work Experience: • 1 Preferred Years of Work Experience: • 2+ Minimum Leadership Experience: • No previous leadership experience Preferred Leadership Experience: • 1+ year of previous leadership experience Certifications: • None Competencies: • Action Oriented • Collaborates • Drives Engagement • Communicates Effectively • Customer Focus • Drives Results Apply tot his job