Position Purpose:
The Home Depot, an employer of over 35,000 Veterans and Military Spouses, is excited to provide Military Spouses the opportunity to join our company through a 11-week Workforce Management Apprenticeship Program.
A Workforce Management Apprentice will support The Home Depot's Contact Center Team. Apprentices will learn about Workforce Management, execute on Real-Time contact center management, and build relationships across The Home Depot network; while being exposed to different areas of the business, like Hiring, Training, Communications, and Reporting and Analytics.
This Workforce Management Apprenticeship Program will be conducted virtually (work-from-home). Apprentice will be provided with company-issued equipment and will work MAX 40hr weekly schedule. Upon completion of the Workforce Management Apprenticeship Program, the Apprentice will be considered for permanent roles with The Home Depot
Major Tasks, Responsibilities & Key Accountabilities:
40% Call Center School - Call Center School including Industry recognized certification via self-paced online training modules like: WFM Introduction, Intraday Management, Skill Based Routing, Expert Communications
30% Customer Interaction - Customer interaction including inbound customer concerns, outbound, customer follow-up and issue resolution
20% Development - Professional Development activities to encourage personal and professional growth and skill building like Defining Your Brand, Emotional Intelligence, Elevator Speech, etc
10% Experience Presentation - Experience Presentation: a unique opportunity to develop and host a presentation to Senior Leadership, with the support of experienced presenters
Nature and Scope:
This Position typically reports to Supervisor Contact Center
This Position has 0 Direct Reports
Environmental Job Requirements:Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
No travel required.
Additional Environmental Job Requirements:
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Must be a current or previous Military Spouse
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
0 years
Certifications & Licenses:
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.
Additional Qualifications:
Preferred Qualifications:
- Excellent written and verbal communication skills
- Attention to quality and detail
- Working knowledge of Microsoft Windows/Office
- Proficient typing/keyboarding skills
- Multi-tasking capability/Time and Case Management skills
Knowledge, Skills, Abilities and Competencies:
- Collaborates
- Situational Adaptability
- Communicates Effectively
- Drives Results