Marlon Jones

Operations Manager- Contact Center @The Home Depot

Atlanta, GA, US

The Contact Center Manager is responsible for understanding and translating Contact Center strategic goals into executable deliverables and for driving the overall execution of function specific business unit goals. This role reports directly to the Contact Center Director or the Sr. Contact Center Manager and is directly responsible for the customer experience on inbound calls/communication. The Contact Center Manager operates directly through a team of exempt level supervisor to communicate expectations, ensure department performance outcomes, and drive support of strategies tied to outstanding customer service, adherence to quality standards and performance metrics.25% Sets or assists in setting department priorities and directly manages supervisors towards the achievement of department objectives and goals.25% Works through direct reports to maintain excellent service level, monitor performance and ensure that business unit performance meets established expectations. Identifies variances and creates effective plans that provide timely resolution to performance gaps.15% Contributes to continuous improvement initiatives by tracking customer issues, identifying patterns and root causes and then executing recommended solutions. Continuously evaluates procedures, policies, strategies and systems with the goal of maximizing customer satisfaction and retention.15% Ensures positive working relationships and effective communication, and ensures that associates are equipped with information critical to the success of their roles. Builds and develops an effective high performance team. Works through direct reports to ensure competence and continuity of qualified CSR s through optimum selection, training and development, appraisal and motivation techniques.

Northern Michigan University

Bachelor's degree