The Home Depot

Inside Sales Support Manager - Chicago

The Home Depot$90K — $120K *
US-AnywhereRemote in Illinois, US
Business Services
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 2+ years of leadership experience in sales or customer service environments
  • Ability to coach and develop team members
  • Strong analytical skills with data-driven decision-making
  • Working knowledge of Microsoft Office Suite and Tableau
  • Excellent communication skills, both written and verbal

Responsibilities

  • Maintain and report on customer service level standards
  • Select, manage performance, and develop staff
  • Lead engagement initiatives driving contact center performance
  • Identify and address performance deficiencies with actionable plans
  • Analyze data for process improvements and associate efficiency

Benefits

  • No travel required
  • Comfortable indoor work environment
  • Opportunities for professional development
  • Engagement in strategic initiatives that impact team dynamics
  • Collaborative work culture with cross-functional teams
Full Job Description
Position Purpose:

The Inside Sales Support Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Inside Sales Support Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.

Key Responsibilities:
  • 20% Customer Service - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement
  • 10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff
  • 25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals
  • 25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies
  • 20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements


Direct Manager/Direct Reports:
  • This position typically reports to Director, Inside Sales Support
  • This position has 3+ 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 eighteen 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 HRIS software (e.g., IBM Kenexa, PeopleFluent, Tesseract)
  • Demonstrated ability to collaborate and work effectively with cross-functional teams
  • Demonstrated project management skills
  • Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
  • Excellent written and verbal communication skills
  • 2+ years of previous leadership experience


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


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:
  • Decision Quality
  • Collaborates
  • Drives Engagement
  • Ensures Accountability
  • Plans and Aligns
  • Communicates Effectively
  • Customer Focus
  • Develops Talent
  • Drives Results
  • Manages Conflict


For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:

The pay range for this position is between $90,000.00 - $120,000.00

About The Home Depot

The Home Depot is a home improvement retailing company that combines its physical stores with an online presence to provide customers with innovative products at great value. The company specializes in the fields of retail, home improvement, and customer service. The Home Depot was founded in 1978 and is headquartered in Atlanta, Georgia.

The Home Depot Careers

Join the vibrant team at The Home Depot, the largest home improvement retailer in the U.S., where your career can flourish in an environment ripe with opportunities for growth and innovation. As a market leader, The Home Depot offers a variety of job opportunities that allow professionals to thrive in a culture that values leadership, diversity, and professional development. Work You’ll Do At The Home Depot, you’ll be part of a team that’s committed to helping homeowners, builders, and do-it-yourselfers bring their visions to life. Our extensive range of job opportunities spans from store operations to supply chain management, from IT to marketing. No matter where you start, you’ll be doing work that matters, impacting our customers' lives and experiences. Transform Your Career Step into a role within The Home Depot and join a network of over 400,000 associates who are as passionate about building their careers as they are about helping our customers. Leadership at The Home Depot means continuous improvement, embracing diversity, and fostering a culture of inclusion and respect that makes us stronger. Innovate with Us Innovation isn’t just a buzzword at The Home Depot; it’s the backbone of how we do business. We are constantly seeking out new technologies and tools to improve every aspect of our operations, from logistics to customer service. Join us, and bring your unique perspective and skills to a team that’s setting the standard for excellence in the retail industry. Grow and Develop The Home Depot is committed to the growth and development of its associates through robust training programs, leadership workshops, and opportunities for advancement. Whether you’re looking for a part-time position or a full-time career, The Home Depot nurtures your professional growth every step of the way. Internship Programs Dive into the professional world through The Home Depot’s internship programs, which offer a dynamic environment to gain hands-on experience and develop critical skills in various business areas. Our internships provide a platform to connect with leaders and peers, enhancing your resume and preparing you for future employment. Benefits and Culture Choosing to start your career at The Home Depot means more than just securing a job. It means you gain access to unparalleled benefits that support your life and well-being, from health insurance to educational assistance. Our commitment to employees is reflected in our open, supportive culture where everyone’s voice is heard, and every team member’s contribution is valued. Join Our Team Ready to take the next step in your career? Explore the wide range of positions available at The Home Depot, where we’re hiring passionate, curious, and innovative team players. Search open positions that match your skills and interests on our Jobs page. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive updates that align with your career interests and goals. At The Home Depot, we don’t just offer jobs—we offer careers that make a difference. Join us, and be a part of something bigger as we continue to invest in your future and our shared success.
Learn more about The Home Depot
Size
490,600 employees
Market Cap
$323 billion
Industry
Net Income
$12.8 billion
Founded
1978
5 Year Trend
+9.8%
Revenue
$132.1 billion
NASDAQ

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