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Job Description

Job Description

Operations Manager

Job ID 1153559BR Date posted 02/17/2017 Location Albuquerque, NM Location Name Western Contact Center Address 6301 Jefferson Blvd. Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0294 - Contact Ctr Albuquerque Ops

I.Job Summary:e the sample functions below to help you fill in the Job Summary box. Use these functions as starting points or create your own.

Sample functions for a Director to elaborate on: managing a business unit(s), connecting higher strategic objectives to short-term business goals, overseeing multiple work streams by various managers, integrating the business with others in the enterprise, internal and external stakeholder accountability, obtaining resources, specific technical skills for leading a group of business units.

The principle purpose of the Contact Center Operations Manager is to manage and lead a team of Supervisors responsible for coaching and developing a team of Agents who provide quality service to Customers who contact Lowe’s.As such, the Contact Center Operations Manager 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, spot-checking calls and creating an environment of inspired, empowered teams.

The Contact Center Operations Manager will also have responsibility for ensuring the delivery of a high quality customer experience for each and every customer contact. This Leader collaborates frequently with the Site Director to develop performance improvement strategies and translate them into tactics to be implemented by the Operations Supervisor.

To be successful, this leader must fully understand the Contact Center’s vision, mission, and role within the Lowe’s organization, and help others understand their contribution and role in achieving the mission. Additionally, this leader 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. It is critical that this role be able to inspire and engage employees by effectively communicating strategy, goals, and objectives; hiring, developing, coaching, and mentoring Supervisors and future leaders; and creating an environment that values diversity of thought and experiences.

Key deliverables for this role include operational effectiveness and efficiency, a highly engaged workforce, and delivery of goals and objectives for Contact Center programs

Required Minimum Qualifications:st the education, certification, and work experience for an incumbent in the job. Enter the Minimum Qualifications and Preferred Qualifications as directed, and delete the areas not used.

List the education, certification, work experience and skills required to minimally qualify an individual for the job.

·Bachelor’s Degree in Business or related field plus 3 years in a management position within a Contact Center or high volume Retail location OR 6 years of experience in Contact Center operations, or high volume Retail location including 3 years supervisory experience

·3 years of leadership experience with direct and indirect report responsibility

·3 years of experience executing multiple programs

·3 years of experience working across departments

Preferred Qualifications:List the education, certification, and work experience preferred for an incumbent in the job.

·Master’s Degree in Business Administration or related field

·5 years of leadership experience with direct and indirect report responsibility with large teams

·5 years of experience working closely with leadership (Manager-level and above)

·3 year of experience in Retail Management

·Demonstrated ability leading an engaged and inspired workforce

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2015 sales of $59.1 billion, Lowe’s has more than 2,355 home improvement and hardware stores and 285,000 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.


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.

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