Inside Sales Support Manager - Detroit
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose:
The Inside Sales Support Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Inside Sales Support Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.
Key Responsibilities:
20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement
10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff
25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals
25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements
Direct Manager/Direct Reports:
This position typically reports to Director, Inside Sales Support
This position has 3+ 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)
Demonstrated ability to collaborate and work effectively with cross-functional teams
Demonstrated project management skills
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
Excellent written and verbal communication skills
2+ years 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:
2
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Decision Quality
Collaborates
Drives Engagement
Ensures Accountability
Plans and Aligns
Communicates Effectively
Customer Focus
Develops Talent
Drives Results
Manages Conflict
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 $90,000.00 - $120,000.00
Position Purpose:
The Inside Sales Support Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Inside Sales Support Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.
Key Responsibilities:
20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement
10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff
25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals
25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements
Direct Manager/Direct Reports:
This position typically reports to Director, Inside Sales Support
This position has 3+ 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)
Demonstrated ability to collaborate and work effectively with cross-functional teams
Demonstrated project management skills
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
Excellent written and verbal communication skills
2+ years 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:
2
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Decision Quality
Collaborates
Drives Engagement
Ensures Accountability
Plans and Aligns
Communicates Effectively
Customer Focus
Develops Talent
Drives Results
Manages Conflict
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 $90,000.00 - $120,000.00