Call Center Operations Manager
Location:
Indianapolis , Indiana
Posted:
November 19, 2017
Reference:
1292390BR
The principle purpose of the Manager, Operations is to lead a team of Supervisors responsible for coaching and developing a team of Agents who provide quality service to Customers who contact Lowe's for sales and service assistance. As such, the Manager, Operations is responsible for monitoring Supervisor team performance to ensure quality service through solid program execution, and operational performance as defined by departmental policy and operational guidelines. This includes observing Supervisors delivering feedback to Agents, monitoring and analyzing team performance metrics, and spot-checking calls. Additionally, this leader identifies and develops additional policies as needed.

The Manager, Operations, is responsible for managing and providing results that support Contact Center effectiveness and business strategies across multiple programs (e.g., Sales, Service, Repair). To accomplish this, the Manager, Operations must have knowledge of the Contact Center's vision, mission and role within the Lowe's organization. Additionally, this role must assist in building Lowe's brand and a culture of engagement by modeling the Lowe's brand through personal leadership attitudes, behaviors, and actions. This manager must also be able to inspire and engage employees by effectively communicating strategy, goals, and objectives, as well as coaching and developing Supervisors and Agents.

Through this leadership role, the manager supports leadership and supervisory teams within the Contact Center. The Manager, Operations executes the Contact Center strategy by managing all aspects of the site's sales and service operations, resulting in an inspired and engaged workforce that ensures a high level of service to all customers. This leader contributes to the overall Lowe's business strategy by supporting business growth, customer loyalty, and protecting the Lowe's brand.

Essential Responsibilities:
•Executes Contact Center strategy within established guidelines and measures of success by managing all work aspects of the site's Operations Execution teams focusing on delivering high quality Customer Experiences and strong results; calibrating the Supervisors who spot-check and grade calls; play an active, hands-on role in feedback sessions with Agents; partnering with other Managers, Operations to ensure consistent execution of processes, procedures, and guidelines to ensure quality service; working closely with Senior Managers, Operations as subject matter experts/advisors; ensuring consistency in the delivery of high quality customer interactions
•Evaluates operational effectiveness by conducting trend analyses; successfully executing new processes; reviewing standard service-level metrics and taking action as necessary; managing continuous improvement initiatives; participating in Operational Business Review sessions as appropriate or requested
•Monitors Supervisor team performance (real-time and historical) by collaborating with Supervisors to identify and address team performance needs; providing regular feedback and development opportunities to direct reports, with a focus on succession planning within the work group and across the department; ensuring Supervisors are consistently administering performance management; effectively motivating and engaging employees while creating an environment of inclusiveness; ensuring that all employee engagement activities are operating effectively (e.g., through meetings with Agents, EOS scores, and holding Supervisors accountable for engagement activities); ensuring that all training programs and initiatives meet the needs of the site (e.g., by developing solid relationships with LOE, maintaining and updating training content)

Core Responsibilities:
•Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; working closely with employees to set goals and provide open feedback and coaching to drive performance improvement

•Manages designated work stream to meet customer and business needs by translating business plans into tactical action items; communicating goals and objectives; overseeing work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; assuming responsibility for decision making

Required Minimum Qualifications:

•Bachelor's Degree in Business or related field plus 2 years in a management position within a Contact Center or high volume Retail location OR 5 years of experience in Contact Center operations, or high volume Retail location including 1 year supervisory experience
•1 year of leadership experience with direct and indirect report responsibility
•1 year of experience executing multiple programs
•1 year of experience working across departments

Preferred Qualifications:
•3 years of leadership experience with direct and indirect report responsibility with large teams
•3 years of experience working closely with leadership (Manager-level and above)
•1 year of experience in Retail Management
•Demonstrated ability leading an engaged and inspired workforce

With fiscal year 2013 sales of $53.4 billion, Lowe's Companies, Inc. is a FORTUNE® 100 company that serves approximately 15 million customers a week at more than 1,825 home improvement stores in the United States, Canada and Mexico. Founded in 1946 and based in Mooresville, N.C., Lowe's is the second-largest home improvement retailer in the world. For more information, visit Lowes.com.

Lowe's is an equal opportunity affirmative action 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

Lowe's is an equal opportunity affirmative action 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.

A little about us:
Lowe’s isn’t just a home improvement company; we’re committed to creating a culture that’s inspiring.

Know someone who would be interested in this job? Share it with your network.