Contact Center Director, Virtual Apron

Position Purpose:

The Contact Center Director – Virtual Apron (VA) is responsible for developing and implementing long term/short term business plans, improving the customer experience, and delivering sales results. The Contact Center Director – Virtual Apron (VA) is expected to provide leadership and strategic direction by providing and managing a high-performing organization achieve best-in class sales and customer service experience. This role will be responsible to engage within all aspects of the customer journey including initial customer engagement, reduce friction through the purchase experience and leverage proven sales tactics to achieve sales results. The Contact Center Director – Virtual Apron (VA) will lead a team to execute processes utilizing highly integrated systems to achieve sales goals and objectives.   In addition, this position is part of the senior leadership team that drives unit performance through development and management of strategies that are tied to outstanding customer service, adherence to quality standards and performance.

Key Responsibilities:

• 15% – Builds Effective Teams – Build and manage a team of professionals dedicated to providing and managing the operational toolset leveraged by operations to provide world class customer service; Lead, direct, and motivate team to attain performance metrics, develop skills, and manage attrition Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
• 25% – Customer Focus – Analyze current state of contact centers tools and capabilities and implement new or improved solutions that empower associates to solve customer issues impacting productivity and first call resolution; Ensure staffing models maximize customer service representative utilization.
• 20% – Decision Quality – Develop and implement long term and short-term business plans; optimizing internal resources for maximum efficiency, revenue growth, and improved customer experience; Drive year over year improvements through improved processes and capabilities delivered to the contact centers.
• 30% – Drives Results – Provide actionable insight to business partners on customer trends, sales forecast, KPI and goal achievement to drive customer satisfaction and sales production according to business forecast through site improvements. Communicate broadly across the organization to ensure alignment of goals and awareness of progress against goals and company initiatives; Create and execute plans for new product and process rollouts.
• 10% – Ensures Accountability – Maintain and report on service level standards and manage contact center operations within budget.
  

Direct Manager/Direct Reports:

• This Position typically reports to the Sr. Director
• This Position has Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 5% of the time.
  

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:

• 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)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to draw accurate conclusions from financial documentation
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
  

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
  

Minimum Years of Work Experience:

• 4
  

Preferred Years of Work Experience:

• 4

Minimum Leadership Experience:

• 4
  

Preferred Leadership Experience:

• 4

Certifications:

• None

Competencies:

• Business Insights
• Decision Quality
• Builds Effective Teams
• Ensures Accountability
• Plans and Aligns
• Balances Stakeholders
• Customer Focus
• Drives Results
• Financial Acumen
• Strategic Mindset

As part of the application process for this role, there will be an on-line assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment link immediately after submitting your application. Once you click on the link, you will need to complete it within 72 hours after starting it. You may stop and restart the assessment as many times as you like within the 72-hour time frame.

During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:

• Professional Experience
• Learning Potential
• Responsibility
• Customer Focus

If you have a disability and would like to request an accommodation related to the assessment, or you would like to obtain more information about the assessment, click here to learn more .

Starting pay may vary based on factors including, but not limited to, position offered and location.

$0.00 – $0.00