Position Purpose:

The Virtual Apron Contact Center Supervisor – Bath is responsible for leading a team of associates who assist customers with Bath design, offering expert guidance and personalized solutions to meet individual project needs. This role drives sales performance ensures departmental goals are met or exceeded, and fosters a customer-focused environment that prioritizes satisfaction and relationship-building. The Supervisor provides direct oversight of team operations, including coaching, monitoring, and professional development, while managing personnel matters such as recruitment, hiring, training, appraisal, and termination. Through effective leadership and communication, the Supervisor ensures timely delivery of company products and services, supports strategic initiatives set forth by management, and contributes to the overall success and profitability of the contact center. The ideal candidate is self-motivated, able to inspire teamwork, and communicates effectively with internal and external stakeholders.

What Is Virtual Apron?

The Virtual Apron team consists of Support Specialists and Design Specialists who work remotely to provide personalized assistance to customers with their home improvement needs through virtual channels. These roles are part of Home Depot’s Services Operations Selling Center, and they support both online and in-store customers virtually.

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)

• Previous experience in Bath design and sales

• Demonstrated expertise in bath product offerings and solutions, with a deep understanding of home improvement project requirements.

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