Contact Centre, Bilingual Project Experience Specialist

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

**Position Overview**:
**Key Responsibilities**:
Project Management:

- Drives customer loyalty by proactively keeping customers informed on the project status, milestones, and changes.
- Effectively balance several complex projects simultaneously, while ensuring an excellent customer experience and adhering to process and expected timelines.
- Collaborate with relevant stakeholders to provide expedited project experiences.
- Demonstrate ownership of the experience, work with multiple partners, seeing through to completion within a reasonable timeline.
- Monitor and assess risk throughout the project lifecycle, taking proactive measures to ensure sales retention and optimize customer loyalty.
- Demonstrate a strong commitment to on-going process improvement through identifying opportunities, exhibiting entrepreneurial spirit, using appropriate tools, and providing solutions to leaders to continuously improve the customer experience.

Communication:

- Serve as the primary point of contact for all project-related coordination and communications.
- Develops strong and cohesive relationships with customers and internal partners by understanding their unique needs, challenges, and project goals.
- Uses various channels of communication and adheres to current outlined processes by leveraging appropriate systems and tools.
- Ability to build strong relationships and effectively contribute to cross-functional teams.
- Required to act with empathy and sensitivity while maintaining a passion for assessing customer needs.

**Competencies**:
Customer Focused, Communicates Effectively, Driving Results

**Skills**:

- Exceptional organizational, time management and follow-up skills are essential.
- Strong communication, relationship building skills and networking abilities to deal with internal and external stakeholders.
- Ability to respond positively and decisively to adverse situations, complicated issues, and/or irate customers.
- Able to work independently with minimum direction as well as in a team environment.

**Direct Manager/Direct Reports**

Reports to: Contact Centre Supervisor

**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.
- Work a flexible schedule, requiring both daytime, evening and weekend availability.

**Minimum Education**:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

**Minimum Years of Work Experience**:

- 3-5 years project management experience preferred.

**Minimum Leadership Experience**:
N/A

**Certifications**:
N/A

**Other Requirements - Assets**:

- Call centre operations or similar experience preferred.
- Experience with SAP ERP & COM is an asset.

Le spécialiste, Expérience relative aux projets, joue un rôle essentiel en garantissant une expérience exceptionnelle à nos clients ainsi qu’à nos partenaires internes et externes en matière de projets. Il optimise cette expérience du début à la fin en tenant compte de différents aspects, dont la coordination des projets, l’expérience des clients et les partenariats établis. Il fournit aux clients un soutien exceptionnel par téléphone, sur les médias sociaux, par clavardage et par courriel tout en s’assurant de l’exactitude des commandes entrantes et sortantes destinées aux projets des clients.

**Principales responsabilités**:
Gestion de projet
- Fidéliser les clients de façon proactive en les maintenant informés tout au long de la progression de leurs projets (état des projets, étapes clés atteintes, changements apportés, etc.).
- Gérer efficacement divers projets complexes simultanément, tout en offrant une expérience exceptionnelle aux clients et en respectant les processus et les échéanciers établis.
- Collaborer avec les intervenants appropriés pour accélérer la mise en œuvre des projets.
- Prendre en charge les projets et collaborer avec divers partenaires pour les terminer dans des délais raisonnables.
- Évaluer les risques et en effectuer le suivi tout au long des projets en prenant des mesures proactives pour fidéliser les clients.
- S’engager à fond dans l’optimisation des processus établis en déterminant les occasions d’amélioration, en faisant preuve d’esprit d’entreprise, en utilisant les outils appropriés et en suggérant des solutions aux responsables en vue de parfaire continuellement l’expérience des clients.

Communication
- Agir à titre de personne-ressource principale pour la coordination des projets et les communications associées.
- Établi