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Lowe's Operations Supervisor A in Albuquerque, New Mexico

The purpose of the Supervisor, Contact Center Operations is to lead, coach and develop customer/store engaging employee teams in realizing goals established within contact center and Company Mission and strategies. As a Supervisor, this position has direct responsibility for all aspects of employee performance including hiring and development, performance management (including monitoring work in channel presented, coaching for improvement, initiate and maintain development plans, initiate and deliver corrective action and terminations) as well as conduct scheduled team communication and learning events (e.g.,

refresher training, cross skill sessions, team meetings, assessing learner needs, executing training plans, evaluating learner competence). As a leader of people this position must maintain strictest confidentiality regarding personnel matters.

As a Supervisor, this position has direct responsibility for all aspects of employee performance including hiring and development, performance management (including monitoring work in channel presented, coaching for improvement, initiate and maintain development plans, initiate and deliver corrective action and terminations) as well as conduct scheduled team communication and learning events (e.g., refresher training, cross skill sessions, team meetings). As a leader of people this position must maintain strictest confidentiality regarding personnel matters.

The Supervisor ensures all business tools and processes are followed correctly and efficiently, and that all necessary tools are available to the Associates. The Supervisor helps in troubleshooting technical problems as well as reporting, tracking and resolving such. Additional key responsibilities include: 1) monitoring the operational results throughout their shift and partnering with local leadership, Workforce Management and other Contact Center teams as appropriate to make staffing and/or other adjustments as necessary to meet goals, 2) collecting, analyzing and reporting 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, technologies used, general business and HR processes, customer service acumen as well as leadership proficiency.

The key deliverables or outcomes of this role include a highly engaged workforce, contribution to the financial and business objectives of the Company and achievement of all measures of success as established.

QUALIFICATIONS

REQUIRED:

H.S. Diploma

4+ years with strong program management and professional skills coupled with Contact Center operational knowledge

4+ years experience working in retail or a high-volume contact center with progressive responsibility

4+ years experience supervising or leading others

4+ years experience working in a customer facing role

PREFERRED:

Bachelor\'s degree in business or related field

Bilingual

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

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