http://homedepot.jobs2web.com/go/Atlanta-GA-Customer-Service-Jobs/29384/ View Atlanta GA Customer Service Jobs at Home Depot Tue, 09 Feb 2010 22:02:11 GMT en-us /view/client/homedepot/images/home-depot-logo.gif http://homedepot.jobs2web.com/go/Atlanta-GA-Customer-Service-Jobs/29384/ 720 Position DetailContact Center Supervisor - Call CenterAtlanta, GADate: 01/27/2010
Company: The Home Depot
Category: Customer Service
Type: Full-time
Travel: None

Relocation no
POSITION DESCRIPTION

POSITION PURPOSEThe Contact Center Supervisor manages a team of 10 - 15 associates in a contact center environment that provide quality customer service to Home Depot associates and managers by recording transactional data into the HR system, responding to pay and HR inquiries and escalating issues for further research as needed. Duties may include personnel issues, training, and customer service. Duties include:- Supervising, coaching and providing counsel to contact center associates- Ensuring issues are handled efficiently, accurately and in a timely manner- Working directly with Managers to achieve all contact center goals and objectives- Utilizing call routing and staffing applications such as Blue Pumpkin, CentreVu, CMS and other tools- Leading team meetings and ensuring that all team members are adequately informed of policy and procedural changes and provide a forum for associate-s to provide input to the Management team.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES* 60% Supervises associates to ensure calls and transactions are processed in a timely and accurate manner* 10% Provides coaching to team and resolves issues/needs* 10% Responsible for the performance goals of their team including service levels, abandon rate, call quality and accuracy as well as adherence to all policies and procedures* 10% Manages performance (evaluations, corrective action, feedback, coaching, development, etc.) efficiently and effectively* 10% Assist Associate Support Manager by identifying work procedures, prepare work schedules and expedite workflow

NATURE AND SCOPE* Reports to Associate Support Manager* Accountable for direct supervision of the work activities of others.* In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS* Frequent periods are spent standing or sitting in the same location with some opportunity to move about, or occasionally there may be a requirement to stoop or lift light material or equipment.* Intermittent periods of concentration and focused attention using one or more senses of low intensity andshort duration.ESSENTIAL SKILLSMINIMUM QUALIFICATIONS* Must be eighteen years of age or older* Must pass the Drug Test* Must pass the Background Check* Must pass pre-employment tests if applicable

EDUCATION REQUIRED- The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

YEARS OF RELEVANT WORK EXPERIENCE- 2

PHYSICAL JOB 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* Ability to investigate quality, efficiency, attrition and other issues to identify opportunities for process improvement and implement action plans, if appropriate

PREFERRED QUALIFICATIONS* Availability to work weekends and evenings.* Prior supervisory experience in customer service, call center or HR* Ability to manage multiple priorities* Patience, teamwork, motivation, upbeat and a great attitude.* Strong attention to detail* Excellent interpersonal skills

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES* Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment.* Excellent people skills.* Bilingual Spanish is a plus but not required* Hard working, self starter and a problem solver.* Strong organization and time management skills* Excellent verbal and written communication skills.]]> http://homedepot.jobs2web.com/job/ATLANTA-Contact-Center-Supervisor-Call-Center-Job-GA-30309/720150/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS http://homedepot.jobs2web.com/job/ATLANTA-Contact-Center-Supervisor-Call-Center-Job-GA-30309/720150/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS Position DetailMgr Associate Support - LOA (Call CenterAtlanta, GADate: 01/27/2010
Company: The Home Depot
Category: Human Resources
Type: Full-time
Travel: 0-25%

Relocation no
POSITION DESCRIPTION

POSITION PURPOSESupport the strategic direction of the Company and the Human Resource function through the development and implementation of processes and business solutions to increase the effectiveness of the HR Support function, improve the financial performance of the organization and make specific recommendations for cost reduction and process improvement. This person manages a team of 40+ associates whose function is to resolve customer issues which are typically complex in scope. Accountable for driving productivity of the team while providing excellent customer service in problem resolution and transaction processing. Establishes themselves as a leader in adopting best practices and driving positive results. Accountable for successful implementation of projects and continued process improvement. Partners with Director and other business leaders to identify and resolve business issues that impact customer satisfaction.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES* Manages associate support call centers. Designs and implements processes to drive excellent customer service in the areas of customer call center support and transaction support. Serves as a subject matter expert during the implementation of a new HCM system.* Serves as the knowledge source for Payroll, HR, and Time and Attendance policy matters.* Responsible for knowledgebased development, establishment of escalation procedures, development of metrics, standards and reporting processes.* Participates in compliance matters as assigned - including efforts aligned with Sarbanes Oxley requirements.

NATURE AND SCOPE* Typically reports to a Sr Manager Associate Support* Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

ENVIRONMENTAL JOB REQUIREMENTS* Located in a comfortable indoor area.* Must meet many, simultaneous demands for important decisions/actions and face some confrontations orother difficult situations and demands for results.ESSENTIAL SKILLSMINIMUM QUALIFICATIONS* Must be eighteen years of age or older* Must pass the Drug Test* Must pass the Background Check* Must pass pre-employment tests if applicable

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- 5

PHYSICAL JOB 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.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES* Demonstrates strong leadership skills in team management (including line management experience), project management and interacting with all levels of the organization. Confident in interaction with senior management team.* Proven ability to lead and manage change (process and technology) across a global organization.* Self motivated, able to work with little or no supervision, demonstrates initiative, tenacity, adaptability, teamwork, maturity under pressure, and anticipates and resolves problems before they develop.* Demonstrate high integrity in dealing with sensitive information* Customer service orientation, proven history of relationships with customers and partners]]> http://homedepot.jobs2web.com/job/ATLANTA-Mgr-Associate-Support-LOA-(Call-Center-Job-GA-30309/720152/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS http://homedepot.jobs2web.com/job/ATLANTA-Mgr-Associate-Support-LOA-(Call-Center-Job-GA-30309/720152/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS Position DetailQA Analyst - Call Center - HRAtlanta, GADate: 01/26/2010
Company: The Home Depot
Category: Human Resources
Type: Full-time
Travel: 0-25%

Relocation no
POSITION DESCRIPTION

POSITION PURPOSEThis position will monitor phone and back-end transactions and provide feedback and coaching to Contact Center Associates. The Analyst will identify trends and provide recommendations for revisions to processes, policies, and procedures (including process mapping of program activities in support of program management). This position will provide data research analysis in support of program requirements, analysis and summarization of audit data and continuous improvement activities.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES* 40% Conduct random audits of HR Service Center active calls and recorded calls for compliance and provide timely, detailed, written reports on all calls monitored to Call Center Associates and HR Service Center Leadership Team.* 10% Compile facts from call histories in response to complaints or allegations* 40% Conduct one-on-one feedback sessions with Contact Center Associates on calls and transactions.* 10% Analyze and recommend training based on needs of HR Service Center Associates

NATURE AND SCOPE* Typically reports to Sr. Analyst HR Services or Sr. Analyst Associate Support* No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS* Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.* Typically requires overnight travel less than 10% of the time.ESSENTIAL SKILLSMINIMUM QUALIFICATIONS* Must be eighteen years of age or older.* Must pass the Drug Test.* Must pass Background Check.* Must pass pre-employment tests if applicable.

EDUCATION REQUIRED- The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE- 02

PHYSICAL JOB 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.

PREFERRED QUALIFICATIONS* Bachelors Degree* Excellent communication skills (written and verbal)* Bilingual Spanish or French is a plus* Call Center and transaction quality monitoring experience in a call center environment* Knowledge and experience using quality monitoring applications (e.g. NICE, Witness)

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES* Must have strong interpersonal skills; Must have excellent written and verbal communication skills; must have ability to verbally express thoughts and information clearly and concisely* Strong Customer Service skills;* Ability to take in and retain large amounts of information; Must have strong listening/comprehension skills* Demonstrated proficiency with Microsoft Office Products (Word, Excel, PowerPoint)* Experience providing formal or informal feedback to a peer or co-worker]]> http://homedepot.jobs2web.com/job/ATLANTA-QA-Analyst-Call-Center-HR-Job-GA-30309/719461/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS http://homedepot.jobs2web.com/job/ATLANTA-QA-Analyst-Call-Center-HR-Job-GA-30309/719461/?utm_source=J2WRSS&utm_medium=rss&utm_campaign=J2W_RSS