Experienced Customer Support Supervisor – Remote Home Depot Contact Center

At arenaflex, we're on a mission to revolutionize the way people interact with our customers, and we're looking for a talented and dedicated Customer Support Supervisor to join our team. As a key member of our Home Depot Contact Center, you'll play a vital role in ensuring that our customers receive exceptional service and support, every time they interact with us.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the retail industry. With a strong commitment to customer satisfaction and employee development, we've built a reputation for excellence and a culture that values teamwork, collaboration, and continuous improvement. Our Home Depot Contact Center is a state-of-the-art facility that's equipped with the latest technology and tools to support our customer-facing teams.

Job Summary

As a Customer Support Supervisor, you'll be responsible for leading and coaching a team of customer support representatives to deliver exceptional service and support to our customers. You'll work closely with our Contact Center Manager to develop and implement strategies to improve customer satisfaction, reduce call volumes, and increase sales. Your expertise and leadership will be essential in driving engagement, results, and conflict resolution within the team.

Key Responsibilities

*

Action Oriented (50%):

Directly organize and supervise daily operations and activities of a contact center team to achieve key performance goals, including: + Managing customer transactions, tracking partner productivity, and ensuring high-quality service delivery + Scheduling and staffing to meet customer demand and business objectives + Leading the execution of strategies, objectives, and initiatives 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, including: + Providing hands-on training to enhance and maintain team performance + Conducting performance evaluations, mentoring, and corrective action for direct reports + Leading and directing 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, including: + Identifying opportunities for process improvements and interdepartmental partnerships + Collaborating with contact center managers to develop and implement strategies to improve performance

Manages Conflict (15%):

Identify and analyze escalated issues, provide guidance to direct reports for resolution, and 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 function typically reports to a Contact Center Manager and 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 the occasional opportunity to move about. On rare occasions, there may be a need to lift or transport light articles.

Working Conditions

Located in a comfortable indoor area, with minimal exposure to 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

* High school degree or equivalent (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

* Competitive salary

• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools
• Professional development opportunities, including training and education

How to Apply

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply Now! Learn More About arenaflex Apply for this job