About The Home Depot and This Opportunity
The Home Depot is the world's largest home improvement retailer, with a rich history of innovation and customer satisfaction. As a leader in the industry, we are committed to providing our customers with the best possible shopping experience, and we are seeking a highly skilled and motivated Customer Support Supervisor to join our team. This is a unique opportunity to work from home and be part of a dynamic team that is dedicated to delivering exceptional customer service.
Job Summary
We are seeking an experienced Customer Support Supervisor to lead a team of customer support representatives in our Home Depot Contact Center. As a Customer Support Supervisor, you will be responsible for ensuring that our customers receive the highest level of service and support, while also driving business results and improving operational efficiency. This is a full-time remote position, and you will be working from the comfort of your own home.
Key Responsibilities
The Customer Support Supervisor will be responsible for the following key areas:
- Action Oriented: Directly organizes and supervises daily operations and activities of a contact center team to achieve key performance goals, including timely and accurate management of customer transactions, tracking partner productivity and service levels for excellence, ensuring proper partner scheduling, and leading the execution of strategies, objectives, and unique goals set forth by management to ensure internal and external customer needs are met.
- Drives Engagement: Supports the building and growing of a high-performing team through education, training, and development; provides hands-on daily training to enhance and maintain team performance and is directly responsible for performance control process (evaluations, mentoring, corrective action, hiring) for direct reports; leads and directs in a way that inspires.
- Drives Results: Maintains records for individual direct reports, analyzes branch results, troubleshoots operational issues, and completes team reviews as required; works with contact center managers to identify operational improvements, recognize opportunities for contact center performance, and interdepartmental partnership.
- Manages Conflict: Identifies and analyzes escalated issues and provides guidance to direct reports for resolution; serves as a point of escalation for transactions requiring enhanced information or discretion to solve complex customer issues and ensure timely follow-up and customer satisfaction; answers front-line customer inquiries.
Direct Manager/Direct Reports
This function typically reports to a Contact Center Manager and has 6+ direct reports.
Travel Requirements
No travel is required for this position.
Physical Requirements
Most of the time is spent sitting in a comfortable office, and there is the occasional opportunity to move around. On rare occasions, there may be a need to move or lift light articles.
Working Conditions
Located in a comfortable indoor area. Any unpleasant situations will be rare and not objectionable.
Minimum Qualifications
To be considered for this position, you must meet the following minimum qualifications:
- Be 18 years of age or older.
- Be legally authorized to work in the United States.
Preferred Qualifications
The following qualifications are preferred but not required:
- 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 management experience.
Minimum Education
The following education is typically required:
- High school degree and/or GED.
Preferred Education
No additional education is preferred.
Minimum Years of Work Experience
The following years of work experience are typically required:
Preferred Years of Work Experience
No additional years of experience are preferred.
Minimum Leadership Experience
No leadership experience is typically required.
Preferred Leadership Experience
No leadership experience is preferred.
Competencies
The following competencies are required:
- Action Oriented.
- Collaborates.
- Drives Engagement.
- Communicates Effectively.
- Customer Focus.
- Drives Results.
What We Offer
We offer a competitive salary, a comprehensive benefits package, and opportunities for career growth and development. As a remote employee, you will have the flexibility to work from the comfort of your own home and enjoy a better work-life balance.
How to Apply
If you are a motivated and experienced customer support professional looking for a new challenge, please apply to this exciting opportunity. We look forward to hearing from you!
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