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Position Purpose:The Contact Center Director is responsible for developing and implementing long term/short term business plans, optimizing Contact Center infrastructure for maximum efficiency, and improved customer experience. The Contact Center Director is expected to build and manage a team of professionals dedicated to providing and managing the operational toolset to drive best-in class service, provide leadership and direction around the maintenance and expansion of the toolset and capabilities used by the day to day operations teams within multiple contact centers. This position will create service solutions that support multiple customer bases while ensuring call quality and maximizing efficiencies. The Contact Center Director will build processes, systems, and talent that are highly integrated and lead to the achievement of goals and objectives. The position is responsible for driving and maintaining performance and profitability goals and delivering tangible results. 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.Major Tasks, Responsibilities & Key Accountabilities:25% 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
20% 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
25% 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
10% Drives Results - Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through site improvements
10% Ensures Accountability - Maintain and report on service level standards and manage contact center operations within budget
10% Plans & Aligns - 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 roll-outs
Nature and Scope:This position typically reports to Contact Center Sr. Director or General ManagerThis position has 3+ Direct ReportsFor Colorado, Connecticut, Nevada and New York City residents: The pay range for this position is between $127,000 and $290,000. Starting salary may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience. The Home Depot offers additional competitive financial and non-financial benefits, which may include a performance-based bonus program or a profit sharing program depending on position.Environmental Job Requirements:Environment:Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:No travel required.Standard Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.Education Required: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.Years of Relevant Work Experience:4 yearsPhysical 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.Additional Qualifications:4+ years of previous leadership experiencePreferred 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
Knowledge, Skills, Abilities and Competencies:Decision Quality
Collaborates
Drives Engagement
Ensures Accountability
Plans and Aligns
Communicates Effectively
Customer Focus
Develops Talent
Drives Results
Manages Conflict
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.
Full-time