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Job Description

Job Description

Operations Supervisor W

Job ID 1178001BR Date posted 03/29/2017 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 0238 - Contact Center Ops Support

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.

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

Preferred Qualifications:

·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


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.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

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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