Contact Centre - Manager, Operational Business Process at The Home Depot in Toronto, ON  M3C 4H9

Pay Range: $85,000 - $115,000

At The Home Depot Canada, we want you to feel valued and supported. The pay range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with retirement savings; comprehensive paid benefits; a 15% discount on Home Depot stock purchases; and merit-based salary increases. We are committed to recognizing your efforts and supporting your growth with us.

With a career at The Home Depot, you can be yourself and also be part of something bigger.

The incumbent will have responsibility for managing, monitoring and reporting out third party support vendors as assigned. They will be responsible for Contact Centre operational processes, supporting cross functional projects, partnering with internal and external clients, and identifying new processes that bring value to the company.

Key Responsibilities:

Operations:

• Manage 3rd party vendor partnerships related to call centre operations and process improvement including process improvement tools.
• Support vendor relationship and functionality of 3rd party Contact Centre through conception to deployment; including operational development, onboarding of new teams, cross functional projects, business reviews.
• Oversee and ensure line of businesses supported by 3rd party KPI’s are met and delivered and share insights where contact drivers are impacted including partnering with internal partners to resolve.
• Deliver process improvement initiatives by identifying and analyzing process gaps and partnering with peers and leaders within contact centre to provide insight and recommendations on improvements.
• Develop process improvement roadmap ensuring supporting all contact centre LOB’s and sharing roadmap updates with peers and leaders regularly.
• Maintain and support project work plans as assigned.
• Develop or assist with the development and implementation of internal policies and procedures to 3rd party associates to bring value and efficiencies to the department and company.

Communication:

• Partner with finance on 3rd party budget and forecast including finding opportunities to drive efficiencies.
• Lead and direct change management in partnership with 3rd party leadership by communicating change initiatives and coordinating efforts associated with system enhancements, implementations and process improvements.

Competencies:

Customer Focused, Communicates Effectively, Driving Results

Skills:

• Able to create and prepare presentations for a variety of audiences
• Must have excellent planning and communications skills.
• Must be proficient with Microsoft Office Suite.
• Able to build relationships with multiple stakeholders
• Self directed, ability to work with limited supervision

Direct Manager/Direct Reports

Reports to: Sr. Manager

Travel Requirements:

• Some travel is required for this role.

Physical Requirements:

• Requires sitting at a workstation, majority of the day, with minimal standing.
• Operating a computer and other technology.
• While performing the duties of this job, the associate may be regularly required to stand, sit, talk, reach, and use hands and fingers to operate a computer, telephone, and keyboard.

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. 
• Work a flexible schedule, requiring both daytime, evening and weekend availability.

Minimum Education:

• High school Diploma or Equivalent

Minimum Years of Work Experience:

• Internal Candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (V2 – Valued Associate, Well Positioned).
• 4-6 years of related experience.

Minimum Leadership Experience:

• One year of leadership experience

Certifications:

N/A

Other Requirements – Assets:

• Bilingual (English/French) is an asset.

In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada uses Artificial Intelligence (AI) technology to assist with the screening and assessment of applicants for this position. This technology is used to quickly and consistently identify candidates whose skills and experience are the strongest match for the role. Our process is designed to ensure human oversight is maintained throughout the selection process.