Pay Range: $85,000 - $115,000At 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-SharingProgram to assist with retirement savings; comprehensive paid benefits; a 15% discount onHome 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 ResponsibilitiesOperationsManage 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 current 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.CommunicationPartner 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.CompetenciesCustomer Focused, Communicates Effectively, Driving ResultsSkillsAble to create and prepare presentations for a variety of audiencesMust have excellent planning and communications skills.Must be proficient with Microsoft Office Suite.Able to build relationships with multiple stakeholdersSelf directed, ability to work with limited supervisionDirect Manager/Direct ReportsReports to: Sr.



ManagerTravel RequirementsSome travel is required for this role.Physical RequirementsRequires 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 WorkIndependentWorking ConditionsSedentary workAssociates 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 EducationHigh school Diploma or EquivalentMinimum Years of Work ExperienceInternal Candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (V2 – Well Positioned).4-6 years of related experience.Minimum Leadership ExperienceOne year of leadership experienceCertificationsN/AOther Requirements – AssetsBilingual (English/French) is an asset.In our commitment to efficiency, consistency, and a fair hiring experience for all candidates, The Home Depot Canada usesArtificial Intelligence (AI) technology to assist with the screening and assessment of applicantsfor 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.#J-18808-Ljbffr

📌 Contact Centre - Manager, Operational Business Process - C$85,000 - C$115,000 A Year (Toronto)
🏢 The Home Depot Canada
📍 Toronto