Lowe's Call Center Supervisor in Indianapolis, Indiana
The principle purpose of the Contact Center Supervisor is to lead, coach and develop front line Agent teams to ensure the highest level of service for all customer interactions. The Supervisor has direct responsibility for all aspects of Agent performance including hiring and training employees, conducting performance appraisals, driving productivity through effective feedback, ensuring quality customer interactions, and holding performance management conversations, including corrective action and termination.
This position manages individual contributors responsible for serving customers by providing an excellent customer experience. This is done through monitoring the Agent’s daily, weekly, and monthly performance. The Supervisor ensures all business tools and processes are followed correctly and efficiently, and that all necessary tools are available to the Agents.
The Contact Center Supervisor is also responsible for monitoring the daily operations and call volumes, balancing service levels, meeting all measures of success established for the program and overall management of the floor. The Contact Center Supervisor is responsible for managing and providing results that support Lowe’s service and sales goals, as well as contributing to Lowe’s brand and increasing customer loyalty. To accomplish this, the Contact Center Supervisor must have knowledge of all Contact Center operations and functions, business processes, and people management skills.
The key deliverables or outcomes of this role include a highly engaged workforce and achievement of all measures of success as established by the Program Managers, Program Director, and Site Director.
•The Contact Center Supervisor works closely with Operations Managers, Program Managers, and other Contact Center groups (e.g., Repairs, Sales, Store Support, Customer Care) in order to support decision-making processes and ensure processes are effective. They also work with cross-functional business units (e.g., LOE, HR, Quality Assurance (QA), Workforce Operations, Continuous Improvement (InfoCenter) Team, Operations Info Services, Contact Center Support, Information Technology Service Deployment (ITSD)) in order to ensure transparency of all functions.
The Contact Center Supervisor supports the Agents daily work and the execution of Lowe’s overall business strategy by supporting business growth, customer loyalty, and protecting the Lowe’s brand, resulting in an inspired and engaged workforce that ensures a high level of service to all customers.
•Oversees daily operations, call volumes, service levels and overall management of the floor by monitoring real-time performance of Agents (e.g., through adherence and current on-phone status reports); regularly observing recorded calls of Agents for quality assurance; maintaining working relationships with and assisting all Agents on the floor; communicating and executing business goals
•Serves as the benefactor of the Agent through the employee lifecycle by hiring new Agents; training and developing direct reports to their fullest ability while strategically meeting the customer’s needs; coaching and mentoring Agents on their performance and providing guidance to optimize career success; developing individualized action plans for Agents in order to develop their skills for next-level positions; driving employee engagement by participating in EOS engagement activities; conducting quarterly and annual performance appraisals and providing support and constructive feedback; administering corrective action for their direct reports (e.g., address attendance issues, attend termination hearings); managing various HR issues (e.g., FMLA, bereavement, leave of absence)
•Measures team effectiveness and ensures work supports business goals and SLAs by monitoring various Contact Center metrics (e.g., adherence, calls per hour, dollars per hour, QA) to ensure Agents are meeting or exceeding business goals; analyzing specific reporting and organizing specific goals to meet Contact Center SLAs; identifying key drivers that are negatively impacting the business (e.g., call trends, company initiatives, or system issues) and developing effective solutions; ensuring all processes and tools are audited to reflect accurate and efficient information; ensuring all necessary tools and resources are available to the agents; monitoring individual Agent and team productivity according to service level agreements (SLAs) set forth by Lowe’s and Contact Center Leadership
•Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members
•Conducts or oversees business-specific projects by applying deep expertise in subject area; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities
Required Minimum Qualifications:
•High school diploma
•2 years of experience working in retail or a high-volume contact center with progressive responsibility OR 1 year of experience supervising or leading others
•1 year of experience working in customer facing role
•Associate’s Degree in Business or related field plus 1 year of retail experience OR 3 years of Contact Center experience
•1 year of experience serving as a mentor or coach to peers
•1 year of experience inspiring and motivating a team
Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more
than 16 million customers a week in the United States, Canada and Mexico through
its stores and online at Lowes.com, Lowes.ca and Lowes.com.mx. With fiscal
year 2015 sales of $59.1 billion, Lowe’s has more than 1,855 home improvement
and hardware stores and 270,000 employees. Founded in 1946 and based in
Mooresville, N.C., Lowe’s supports the communities it serves through programs
that focus on K-12 public education and community improvement projects. For
more information, visit Lowes.com at http://www.lowes.com/ .
Job ID: 1367977BR
Line of Business: Corporate
Job Category: Call Center
Department: 0147 - Contact Ctr Midwest Ops
Employment Type I: Regular
Employment Type II: Full-Time
Location #: 3269
Location Name: Lowes CSC Indianapolis
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.