人力资源服务中心主管-电话团队
HR Service Center Supervisor - Call Team
在The Home Depot工作，你可以做真实的自己，同时成为更大事业的一部分。
职位职责：客服中心主管以确保高质量的客户互动、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的方式，领导和指导所负责的团队。他们通过确保所负责的团队达成并/或超越部门目标和宗旨，为客服中心的整体成功和盈利能力做出贡献。他们对其他人的工作活动直接监督负责，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、雇佣、培训和管理客户服务专员以实现部门和职位目标。任职者应具备自我驱动力，并能够激励他人团队合作。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。
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；确保适当的员工排班；以身作则执行管理层制定的战略、目标和具体目标，以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、指导和发展来支持打造高效团队；提供日常实际指导以提高和保持团队表现，并直接负责下属的绩效管理流程（评估、辅导、纠正措施、招聘）；以激励的方式领导和指导
- 15% 推动成果 - 维护直属下属的统计数据，分析部门结果，解决操作问题并按要求完成团队报告；与客服中心经理合作，识别操作改进，发现客服中心效率提升和跨部门合作的机会
- 15% 管理冲突 - 识别和分析
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.
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 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 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
For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:
The pay range for this position is between $60,500.00 - $68,000.00Originally posted on Himalayas