Contact Center Supervisor-Repair Services Job in Wilkesboro, North Carolina US
Contact Center Supervisor-Repair Services
The Contact Center Supervisor manages a team of up to 15 Contact Center Agents and/or Pros. Responsibilities include: monitoring agent performance to ensure they achieve quality and productivity standards; providing coaching and on-the- job training to improve performance; and successfully implementing and executing departmental programs. Additionally, the Supervisor identifies and addresses individual and group training needs and is required to make timely decisions and provide guidance to agents when responding to changing business conditions. This position is in a fast-paced call center environment and schedules include night and/or weekend work. Essential Functions and Responsibilities: ? Lead a team of Contact Center Agents and/or Pros through coaching, communication, motivation, and ensuring the team has the tools and resources needed to be successful. ? Serve as a resource and problem solver for direct reports and others throughout the Contact Center. This includes: educating employees on departmental programs, communicating operational guidelines and policies, and researching questions to ensure employees have the information they need to be successful and engaged. ? Assist employees in their career development efforts, providing them with guidance to maximize performance in their current role and prepare for future roles. ? Monitor Agent and Pro performance to identify individual and group training and developmental needs. This includes conducing regular feedback sessions, providing on-the-spot coaching, conducting regular review of performance reporting and databases, and administering performance management programs (QPIP, PPIP, Attendance, Unpaid Time, Conduct). ? Implement, execute, and maintain departmental programs. ? Serve as departmental subject matter expert, using experience and insight to review, build, and enhance Contact Center programs. ? Serve as a customer advocate, actively identifying process improvement opportunities that will enhance the customer experience. This includes anticipating the customer impact of unique events and developing a plan to address customer inquiries and needs. ? Actively monitor service levels and recommend action that will maximize service level performance. ? Through effective leadership and motivation, create an environment that fosters engagement and inclusiveness. Essential Knowledge, Skills, Abilities ? Lead and Motivate Others ? Time Management and Multitasking ? Coach Others and Manage Performance ? Collaboration and Teamwork ? Flexibility and Adaptability ? Customer Focus REQUIRED QUALIFICATIONS ? High School diploma or equivalent ? 1 year Lowe?s Contact Center experience and/or leadership experience in a related field With fiscal year 2010 sales of $48.8 billion, Lowe?s Companies, Inc. is a FORTUNE® 50 company that serves approximately 15 million customers a week at more than 1,750 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.