What You Will Do
The primary purpose of this role is to foster an environment of experiential learning; developing associates and front-line leaders on the knowledge, skills, and abilities needed in Lowe's Contact Centers to drive our organizational Mission and Strategy. This is accomplished by scheduling, managing, and delivering consistent and effective content-based training through various methods including virtual classroom-based technologies and leader-led events. The Contact Center Training Supervisor partners with the Learning & Development team as a subject matter expert to create and update training courses focused on the needs of the recipient in the areas of operations, product knowledge, and selling.
The Contact Center Training Supervisor has direct leadership responsibility for all aspects of new hire associate performance during their onboarding period to include individualized support, coaching and development through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action and termination. This role is responsible for ensuring associates receive effective training experiences and are prepared to engage directly with Lowe’s customers, colleagues across the enterprise and external business partners in alignment with established standards and practices. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe’s.
Responsibility Statements
• Manages and delivers virtual instructor-led and/or live leadership and functional training in an engaging manner following adult learning theory and contemporary facilitation practices
• Synthesizes and applies feedback from learners and business subject matter experts (SMEs) as appropriate to continuously improve training delivery effectiveness.
• Oversees aspects of training delivery including new hire onboarding and recurrent learning activities within Contact Center Operations.
• Supervises associates during their initial onboarding period by training and developing direct reports to their fullest ability while strategically meeting the customer’s needs through individualized support, coaching and mentoring. This is accomplished through associate success plans in order to develop their skillset; driving employee engagement; providing support and applying performance management including administering corrective action as needed including up to termination. (e.g., address attendance, performance and conduct issues)
• Provides feedback to Learning & Development as well as internal functions within the contact center on training effectiveness to ensure content supports business goals and needs; maintain participant records to ensure course credit is given; review performance reporting and provide feedback.
What You Need To Succeed
Minimum Qualifications
• High School Diploma or equivalent required
• 2 years of relevant Functional/technical, leadership and business experience in assigned focus area
• 2 years of proven ability to build and maintain working relationships with management, business leads and peers on a wide range of matters
• Experience supervising, mentoring, providing guidance to others
• Experience working in a customer facing role
• Ability to think quickly and comfortable in a dynamic, fast-moving Contact Center environment
• Excellent oral, written, presentation, active listening, motivation, and interpersonal communication skills
• Strong organizational and time management skill with ability to multi-task
• Basic knowledge of Microsoft Office (PowerPoint, Word, and Excel)
Preferred Qualifications
• Bachelor’s Degree in Business, Management, Learning & Development, Education, or related field
• Understanding of instructional design and adult learning principles
• Experiences delivering virtual instructor-led and/or live leadership and functional training
• Intermediate knowledge of Microsoft Office (PowerPoint, Word, and Excel)
Pay Range: $58,100.00 - $96,900.00 annually
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
Lowe's hourlyremoteassociates cannot reside in Alaska, California or Hawaii. Lowe's salariedremoteassociates cannot reside in Alaska or Hawaii.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.
Pay Range: $58,100.00 - $96,900.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
