客服中心主管 - 客户解决方案运营
Contact Center Supervisor - Customer Solutions Operations
在家得宝的职业生涯，你可以做真实的自己，同时成为更大的一部分。
职位职责：
客服中心主管负责以确保优质客户服务的方式领导和指导所辖团队，建立并维护客户关系，并致力于公司产品和服务的及时交付。他们通过确保所辖团队达成并超越部门目标和指标，为客服中心的整体成功和盈利能力做出贡献。他们负责直接监督他人的工作活动，包括人员问题，如选拔、解雇、绩效评估和下属的职业发展。客服中心主管领导一个团队执行管理层制定的战略和目标，并负责招聘、培训和管理客服代表以实现部门和岗位目标。任职者应具备自我驱动力，并能够激励他人作为团队协作。客服中心主管必须能够与所有内部和外部利益相关者进行有效的口头和书面沟通。
什么是CSO？客户解决方案运营（CSO）
客户解决方案运营（CSO）致力于通过所有渠道（包括店内、在线和移动端）为客户提供无缝、富有同理心且高效的帮助。CSO团队专注于解决客户问题、优化流程并推动运营改进，借助技术和协作实现这些目标。该组织结构旨在消除摩擦、提升体验，并赋能客户和员工，确保每一次互动都体现公司的价值观和对服务卓越的承诺。
主要职责：
- 50% 以行动为导向 - 直接组织和监督客服中心团队的日常运营和活动，以实现关键绩效目标；包括准确及时处理客户事务，监控员工生产力和服务水平以保证质量；确保合理的员工排班；以身作则地执行管理层制定的战略、目标和具体任务，确保内部和外部客户需求得到满足
- 20% 推动参与度 - 通过培训、辅导和发展来支持打造高效团队；提供日常实际的辅导以提升团队表现
查看英文原文
With a career at The Home Depot, you can be yourself and also be part of something bigger.
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.
What Is CSO? Customer Solutions Operations (CSO)
Customer Solutions Operations (CSO) is dedicated to delivering seamless, empathetic, and efficient support to customers and associates across all channels, including in-store, online, and mobile. CSO teams focus on resolving customer issues, streamlining processes, and driving operational improvements by leveraging technology and collaboration. The organization is structured to remove friction, enhance experiences, and empower both customers and associates, ensuring every interaction reflects the company’s values and commitment to service excellence.
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 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 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
Originally posted on Himalayas