Contact Centre, Bilingual Supervisor

**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.