The CEC Lead manages daily operations in the Customer Engagement Center, supporting associates with performance monitoring, issue resolution, and customer service enhancements.
With a career at The Home Depot, you can be yourself and also be part of something bigger.
Position Purpose:The Customer Engagement Center (CEC) Lead will be an expert in both sales and customer service. The lead will provide daily floor management and support to CEC associates across all work groups. This includes real time floor operations and queue management, answering policy and product questions, creating promo codes and handling escalated issues. Additionally, the lead will make decisions regarding policy exceptions and should have a heart for the customer and mind for the business. The CEC lead will stay up to date on all CEC policy and product changes by attending all associate training.
Key Responsibilities:
- 30% Monitor performance service levels across all work groups and ensure resources are distributed effectively in order to maintain service levels, activating DEFCON processes as required.
- 25% Respond to all associate product/policy questions to ensure right solution is provide for customer. Additionally, the lead will address behavior or performance issue in the moment and communicate those issues to the appropriate supervisor for follow up actions as needed.
- 15% Respond to escalated issues (live or from queue) in a positive manner that ensure the customer satisfaction. Additionally, the lead will attempt to resolve all issues within the boundaries of our service guarantees.
- 10% Complete interactions that have been sent by CEC associates to the MOD queue and complete any necessary follow up activities.
- 10% Communicate service levels across all work groups and actions being taken to maintain optimal performance.
- 10% Assist the CEC team when in DEFCON.
Direct Manager/Direct Reports:
- Reports to a CEC Support Supervisor.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
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.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Real-time Workforce Analytics experience
- Prior experience in both sales and customer service within a Customer
- Engagement Center environment
- Supervisory experience
Minimum Education:
- 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.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 2
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Demonstrated strong leadership abilities and ability to influence others without
- direct authority
- Excellent interpersonal and communication skills, both written and oral
- Analytical mindset and data-based decision making skills
- Exemplary organizational skills
- Strong data reporting and analysis skills including experience with Tableau,
- Excel, and other reporting platforms.
- Extensive window-coverings product knowledge
- High customer service orientation and performance drive
- Ability to perform with minimal supervision
Top Skills
Excel
Tableau
Workforce Analytics
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