Manager Information Technology - IT Contact Center Technology - Full-time / Part-time

POSITION PURPOSE -

Do you want to be part of a thrilling revolution influenced by technology? The Home Depot is a $70 billion business-focused environment where you can contribute in a variety of functional areas covering all aspects of the consumer value chain. We are currently managing leading software packages and technology platforms to deliver creative results to our business partners and customers. We need people who understand how best to apply technologies to solve problems and develop innovative solutions. If you are looking for an opportunity to see instant, progressive, and substantial business benefits from your technology talents and experience, it's the perfect time to join The Home Depot.

Seeking an IT Manager looking to build a career with the nation's top home improvement retailer. The team works on home grown as well as third party vendor applications. Applications include workforce scheduling, call quality, CRM, IVR, consolidated desktop, wallboards, proactive dialers, call routing, knowledgebases and other contact center tools.
This position oversees and manages several technical IT Contact Center team associates with development and support responsibilities.
The leader will be responsible for delivery of multiple projects, operational stability of multiple existing systems, building road maps for functional areas, building and managing vendor relationships, recruit and grow talent, define and manage SLA's, control overall project financials, and drive innovations to continuously improve capacity, quality and agility.

PREFERRED QUALIFICATIONS -

• A Bachelor's degree in Computer Science or related field is preferred.
• 7 plus years of experience in related field; 3 to 5 of which is in a leader/ team lead capacity.
• Experience with Contact Center technologies preferred.
Ability to work in a team environment.
• Confident communicator with strong presentation skills.
• Customer Service Oriented.
• Able to influence without authority.
• Demonstrated leadership attributes.
• Successful track record of managing others.
• Development acumen in: JAVA, .NET
• Successful track record of managing others.
• Successful track record of managing others.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

Builds relationship with key user and store operation groups to identify and resolve business issues.
Manages system development and support activities to meet user needs in a timely and cost effective manner while ensuring the right things get done as per the governance process.
Manages and tracks the progress of multiple development projects. Project management and administration that include work plans, projtrac, resource planning and control, writing status reports, and preparing annual budgets.
Communicates status of development design to supervisors and end users.
Selects, develops and motivates assigned staff.

NATURE AND SCOPE -

Typically reports to a Director, Senior Manager, or Vice President.
Typically have supervisory responsibilities for Engineers or Specialists at all levels.
Typically requires frequent persuasion or influencing of others.
Typically procedures for analyzing situations and making conclusions are diverse.
Typically considers among many different options or procedures when solving problems
Typically, once given general assignments, determines priorities and defines what should be done and how to do it.

ENVIRONMENTAL JOB REQUIREMENTS -

Located in a comfortable indoor area.
Under regular pressure to meet deadlines, quotas and/or must frequently deal with difficult issues related to people or situations.MINIMUM QUALIFICATIONS -

Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses.

EDUCATION REQUIRED -

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 10

PHYSICAL JOB 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 -

1-2 years of experience in a leader/ team lead capacity

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

Expert proficiency with the Home Depot software architecture, methodology, and governance process.
People leadership/supervisory skills
Technical skills may include experience with one or more of: UNIX, Informix, COBOL, JAVA, Catalyst WMS and YMS, Korn Shell Scripting, Novell, Netware, nnet, Sequelink, TSO/ISPF/MVS, DB2/SQL, JCL, CSP, CICS TCP/IP, Visual Basic, Networking, and LAN administration.
Problem solving and analytical skills.
Presentation, facilitation and writing skills.
Project management- estimating, planning, controlling, and execution