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Job Description

Job Description

Manager CC Operations

Job ID 1332936BR Date posted 01/19/2018 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0297 - Contact Ctr Wilkesboro Ops

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:
·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:
·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

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE®50 home improvement company serving more than 17 million customers a week inthe United States,CanadaandMexico. With fiscal year 2016 sales of$65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based inMooresville, 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,

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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