Experienced Customer Support Supervisor – Home Depot Contact Center

At arenaflex, we're on a mission to revolutionize the way people interact with our customers. As a key member of our Home Depot Contact Center team, you'll play a vital role in delivering exceptional customer experiences and driving business results. If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in today's fast-paced market. Our commitment to excellence, customer satisfaction, and employee development has earned us a reputation as a trusted partner in the industry. With a diverse range of products and services, we're constantly pushing the boundaries of what's possible and striving to make a positive impact on our customers and the communities we serve.

Job Summary

As an Experienced Customer Support Supervisor at arenaflex, you'll lead a team of customer support specialists in delivering exceptional service to our customers. You'll be responsible for coaching, mentoring, and developing your team members to ensure they have the skills and knowledge needed to succeed in their roles. Your primary focus will be on driving results, improving customer satisfaction, and fostering a positive and productive work environment.

Key Responsibilities

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Action Oriented (50%):

Directly supervise and manage the daily operations of a contact center team to achieve key performance goals, including: + Managing customer transactions and tracking partner productivity and service levels for excellence + Ensuring accurate and timely scheduling of customer support specialists + Leading the execution of strategies, objectives, and unique goals set forth by management to ensure internal and external customer needs are met

Drives Engagement (20%):

Support the building and growth of a high-performing team through education, training, and development: + Provide hands-on training to enhance and maintain team performance + Directly responsible for performance control process (evaluations, mentoring, corrective action, hiring) for direct reports + Lead and direct in a way that inspires and motivates team members

Drives Results (15%):

Maintain records for direct reports, analyze branch results, troubleshoot operational issues, and complete team reviews as required: + Work with contact center managers to identify operational improvements, recognize opportunities for contact center performance, and foster interdepartmental partnerships + Analyze and resolve escalated issues and provide guidance to direct reports for resolution

Manages Conflict (15%):

Identify and analyze escalated issues and provide guidance to direct reports for resolution: + Serve as a point of escalation for transactions requiring additional information or discretion to solve complex customer issues and ensure timely follow-up and customer satisfaction

Direct Manager/Direct Reports

* This role typically reports to a Contact Center Manager

• This role has 6+ direct reports

Travel Requirements

* No travel is required

Physical Requirements

* Most of the time is spent sitting in a comfortable office environment, with occasional opportunities to move around

• On rare occasions, there may be a need to lift or move light articles

Working Conditions

* Located in a comfortable indoor area, with rare and non-obstructive unpleasant situations

Minimum Qualifications

* Must be 18 years of age or older

• Must be legally authorized 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 management experience

Minimum Education

* The information, skills, and abilities are usually received through the completion of a high school degree and/or GED

Preferred Education

* No additional education

Minimum Years of Work Experience

* 1+ year

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

What We Offer

At arenaflex, we're committed to providing our employees with a comprehensive benefits package, including:

• Competitive salary
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive health and wellness benefits
• Paid time off and holidays

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we want to hear from you! Please submit your application through our website, including your resume, cover letter, and any relevant certifications or references. We can't wait to hear from you and explore how you can join our team! Apply for this job