HD Supply Call Center Operations Team Lead in Santee, California

Company Overview:

HD Supply ( www.hdsupply.com ) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations, water infrastructure and residential and non-residential construction sectors. Through approximately 500 locations across 48 states and six Canadian provinces, the company's approximately 13,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

Job Description & Qualifications:

Job Summary

Responsible for providing management support in daily operations of the department. Assist with resolving customer issues and keep management advised. Ensure project specialists and support staff are informed of department standards and requirements and assist management with performance evaluations. Consistently partner with sales, customers, merchandising, and vendors to support renovation or construction projects.

Major Tasks, Responsibilities and Key Accountabilities

  • Contributes to and assists in the communication and distribution of responsibilities relative to meeting department objectives, standards and goals.

  • Administers QA for Renovation Project Specialists and support staff. Coaches associates on best practices/areas of opportunity for growth.

  • Monitors and tracks admin fax and Kana queues to ensure cutoff and service level times are met.

  • Oversees new hire on boarding for the department. Conducts or delegates training as needed.

  • Tracks and reports on departmental initiatives. Generates departmental reports and advises management team of trends.

  • Fills in for supervisor of Renovation Project Specialists and support staff as necessary.

  • Completes special tasks and projects as assigned.

Nature and Scope

  • May modify processes to resolve situations.

  • Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by supervisor or direct "customers" of the process.

  • Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees professional development but does not have hiring/firing authority.

Work Environment

  • 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.

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • No travel required.

Minimum Qualifications

  • Must be eighteen years of age

  • Must pass the Drug Test

  • Must pass the Background Check

  • Must pass pre-employment tests if applicable

Education and Experience

  • Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years of experience in related area of responsibility.

Preferred Qualifications & Job Specific Details:

Preferred Qualifications

  • Experience with leading or training associates.

  • Familiarity with HDS product line.

  • Bachelor-s degree preferred.



Job ID 2016-20266

Business Unit Facilities Maintenance

Posted Date 11/21/2016

Functional Area Operations

Job Locations US - CA - Santee

Remote Position? No

Position Type Full-Time