Virtual Apron Contact Center Supervisor - VAST (Virtual Apron Support Team) Remote

Position Purpose: The Contact Center Supervisor – VAST (Remote) leads the Virtual Apron Support Team (VAST), driving high-quality virtual customer service across scheduling, escalations, and online support. The Virtual Apron Support Team collaborates with design and operational teams to enhance customer experience as well as piloting new service capabilities. This leader coaches and develops associates to meet department goals, enhance customer experience, and execute strategies aligned with Home Depot’s virtual-first service model. Responsible for performance management, the Supervisor ensures operational consistency and fosters a collaborative, results-driven team culture. Strong communication and leadership are key to delivering service excellence and supporting new capability pilots, as well as effectively communicating verbally and in writing with all internal and external stakeholders. What Is Virtual Apron? The Virtual Apron is an innovative, multi-team organization within Home Depot that specializes in supporting both online and in-store customers with their project needs. Virtual Apron associates are experts across a wide range of areas like flooring, millwork, design, and installation services, helping customers and store teams navigate both simple and complex orders. By leveraging their deep product and process expertise, the Virtual Apron empowers store associates and delivers consistent, high-quality customer experiences remotely. Key Responsibilities:

• 50% - Action Oriented - Directly organizes and supervises day-to-day operations and activities of a contact center team in order to achieve key performance goals; Including accurate and timely handling of customer transactions, monitoring associate productivity and service levels for quality; ensuring proper associate scheduling; Leads by example the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
• 20% - Drive Engagemnet - Supports the building and developing of an effective and high performing team through training, coaching, and development; Provides hands on daily coaching in order to improve and maintain team performance and is directly responsible for performance management process (evaluations, mentoring, corrective action, hiring) for direct reports; Leads and directs in a manner that inspires.
• 15% - Drives Results - Maintains statistics for individual direct reports, analyzes department results, troubleshoots operational problems and completes team reports as required; Works with contact center managers to identify operational improvements, identify opportunities for contact center efficiency and interdepartmental partnership.
• 15% - Manages Conflict - Identifies and analyzes escalated problems and provides guidance to direct reports for resolution; Serves as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction; Answers front line customer inquiries.

Direct Manager/Direct Reports:

• This position reports to Contact Center Manager
• This position has 6+ direct reports

Travel Requirements:

• No travel required.

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 18 years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of Tableau
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Working knowledge of Workday and Kronos

Minimum Education:

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

Preferred Education:

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

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• 1

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• 1+ year of previous leadership experience

Certifications:

• None

Competencies:

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results

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