Closing managers are responsible for the complete day to day operation of the closing department within the call center. They are responsible for maximizing sales and quality while working ethically and modeling Home Depot's core values. They accomplish this goal by developing strategies and objectives and leading a team of Associates in executing these strategies and objectives. They must ensure that that all Customers are provided with excellent customer service. A Closing Center Manager must have a comprehensive knowledge of HDMS, be able to use this knowledge to formulate goals and objectives and be capable of motivating his/her self and others to work as a team and accomplish these goals and objectives. They must also be capable of working with Associates, Department Supervisors and the Assistant Closing Managers (ASMs) to accomplish goals.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
30%-Managing the closing department. Manage all aspects of closing department and profitability.
20%- Excels in Customer Service. Ensure that customer project needs are met, concerns are resolved quickly. Forecast scheduling needs to meet customer demand.
20%-Supervising HDMS Associates. Recruit and hire qualified candidates. Determine starting pay and pay increases over time. Observe, evaluate, coach, train, and develop associates. Communicate Home Depot and HDMS objectives to associates.
20%-Develop and communicate HDMS standards to associates. Develop HDMS strategy and objectives and ensure that they are met. Forecast staffing needs. Identify trends.
10%-Ensure safety. Follow standard operating procedures.
NATURE AND SCOPE
Position reports to : Senior Manager Call Center Sales
100 Direct reports.
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.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Years of Relevant Work Experience: 3 years
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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Knowledge, Skills, Abilities and Competencies:
Acts with Integrity. Role model for ethical behavior; consistent and fair in dealings with others.
Product Knowledge. Knows and effectively promotes all areas, products, services, and procedures.
Drives sales and trains associates in overcoming customer objections.
Excels in Customer Service.
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.