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Job Details

CAC Operations Manager, Call Center (136638)

GA - Atlanta

  • Date Posted: Jan 16, 2020
  • Company: HOME DEPOT USA, INC
  • Travel: 0-10%
  • Functional Area: Customer Service
  • Position Type: Full Time
  • Relocation Provided: No

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Position Description:
The CAC Operations Manager - Call Center provides leadership to the contact center workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. The Operations Manager is responsible for driving the overall effectiveness of business unit goals for the Call Center, specifically Quality Assurance/ Process Improvement, Training / Knowledge Base, Workforce Management / Staffing and direct management of Production associates. The Operations Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, and staffing. They will be actively involved in building customer service enhancements and process improvements. The incumbent is 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 Supervisors and acts as the primary point of contact in the Senior Manager, Call Center Operations absence.


25% - Effective Leadership: Provide effective leadership, associate development and engagement, and lead a team that drives call center performance towards achievement of quality standards and performance metrics.
25% - Strategy: Identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
20% - Performance Management: Provide actionable insight to business partners and Senior Manager, Call Center Operations on customer trends and opportunities to drive lead improvement. Will be responsible for executing recommended solutions. Ensure priorities align with objectives and goals.
20% - Process Improvement: Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness. This may involve project work and technology improvements.
10% - Staffing: Responsible for appropriate selection, termination, performance management, and professional development of staff.


This position reports to the Sr. Manager.
This position has 0 direct reports.


Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.


Typically requires overnight travel 0% to 10% of the time.

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Must have 3-5 years leading exempt supervisors or managers
Must be able to work a flexible schedule to include evenings and weekends and holidays as required to support the business

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 years

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.

Preferred Qualifications:
Working knowledge of Microsoft Office Suite
Working knowledge of Tableau
Working knowledge of presentation software (e.g., Microsoft PowerPoint)
Demonstrated ability to collaborate and work effectively with cross-functional teams
Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
Excellent written and verbal communication skills
Knowledge of Salesforce Outbound calling strategy

Knowledge, Skills, Abilities and Competencies:
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Business Insights - Applying knowledge of business and the marketplace to advance the organization s goals
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Develops Talent - Developing people to meet both their career goals and the organization s goals
Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives
Drives Results - Consistently achieving results, even under tough circumstances

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.