Contact Centre, Bilingual Supervisor, 12 Month Contract

**With a career at The Home Depot, you can be yourself and also be part of something bigger.**

Contact Centre Supervisor must (a) demonstrate the four pillars of Home Depot leadership behaviours Respect, Develop, Celebrate and Inspire (b) provide outstanding customer service to our Customers and Associates to drive the sales and profitability of the organization (c) Foster a values based culture. In addition to being familiar with and able to perform the functions of the majority of other Contact Centre positions. Customer service objectives include going above and beyond for our internal and external Customers each and every day and demonstrating our GET model.

**Key Responsibilities**:

- Lead by example in consistently demonstrating GET Involved behaviours and promoting positive associate morale.
- Ensure all Home Depot Standard Operating Procedures and Guidelines in the Code of Conduct are communicated and adhered to by Associates.
- Supervise Associates and work activity within the function(s) of responsibility, including ensuring appropriate staffing levels to meet the business needs.
- Manage Associate performance through the communication of responsibilities and goals, reward and recognition, documenting and evaluating performance, providing informal and formal performance-based feedback, completing Associate Reviews and Performance Appraisals and providing appropriate follow-up.
- Develop Associate talent by facilitating career conversations regarding promotion, performance appraisal and/or professional development based on role competencies using our success profiles and 70/20/10 model.
- Provide Associates with the training, information, tools, coaching, guidance, encouragement and recognition needed to meet expectations and/or take on higher levels of responsibility within the Contact Centre.
- Provide Supervisor support to all associates across Contact Centre during operating hours.
- Develop and maintain strong business partnerships with internal and external partners to elevate the customer and One Home Depot experience.
- Review Key Performance Indicators for the assigned function in order to maintain profitability, identify trends, define problems and develop and implement appropriate actions.
- Ensure that all associates are aware of our Health and Safety policies and are adhering to them daily in our Contact Centre environment.

**Competencies**:

- Communicates Effectively
- Manages Conflict
- Develops Talent
- Drives Engagement

**Skills**:

- At least one year of relevant work experience at the department supervisor level or above.

**Direct Manager/Direct Reports**:

- Reports to: Manager, Customer Experience and Sales Support

**Travel Requirements**:

- No travel is required for this role.

**Physical Requirements**:

- Requires sitting at a workstation, majority of the day, with mínimal standing.
- Operating a computer and other technology.

**Hybrid Work**:

- Independent

**Working Conditions**:

- Sedentary work
- Associates are expected to ensure they have an established work area in their home free from domestic noise and distractions during the full length of their assigned work shift.
- Contact Centre Supervisors customarily work a flexible schedule, requiring both daytime and evening availability and shifts could be scheduled on any day of the week.
- Must be able to meet Home Depot internet requirements.
- Must be able to meet Home Depot Work from home guidelines.

**Minimum Education**:

- Must hold a high school diploma or equivalent.

**Minimum Years of Work Experience**:

- At least one year of relevant work experience.

**Minimum Leadership Experience**:

- At least one year of relevant work experience at the department supervisor level or above.

Le superviseur, Centre de relation clientèle, doit : (a) mettre en pratique les quatre piliers des comportements des responsables chez Home Depot, c’est-à-dire le respect, le perfectionnement, l’inspiration et la célébration des autres; (b) offrir un service à la clientèle exceptionnel à nos clients et à nos associés afin de stimuler les ventes et la rentabilité de l’entreprise; et (c) favoriser une culture axée sur les valeurs. De plus, il doit connaître les fonctions de la majorité des autres postes du centre de relation clientèle et être en mesure de les exécuter. Nos objectifs en matière de service à la clientèle sont d’aller au-delà des attentes de nos clients internes et externes chaque jour et de mettre en œuvre notre modèle Passez à l’ACTion.

**Principales responsabilités**
- Donner l’exemple en adoptant en tout temps des comportements dignes du modèle Passez à l’ACTion et en encourageant une attitude positive chez les associés.
- Communiquer aux associés les méthodes d’exploitation normalisées et toutes les lignes directrices du code d’éthique de Home Depot et s’assurer qu’elles sont respectées.
- Superviser les associés et les activités relatives à ses fonctions, notamment en veillant à ce que la dotation en per