Job SummaryThe Pro Solution Center Supervisor is primarily responsible for leading a team of customer service representatives responsible for completing specific activities in support of a defined order management processes. This includes setting and communicating team and individual goals, assigning clear responsibilities, and overseeing team activities to ensure the team maintains consistent execution, service quality, and delivery against key operational metrics. In addition to monitoring overall customer service representative performance, this role coaches and develops individuals and the team, identifies, and addresses individual and group training needs, and provides on-the-job training. This role works closely with peer supervisors, Stores, Pro Sales field associates and Pro customers to identify and respond to immediate needs/issues as well as generate ideas for enhancing/improving overall support. In addition, the Pro Solution Center Supervisor will collaborate with peers daily to ensure consistent and effective messaging to all customer service representatives. To be successful, the Pro Solution Center Supervisor must have knowledge of customer service practices, order management systems and processes, people management, and retail selling operations. Lastly, the Pro Solution Center Supervisor will assist in devolving processes and procedures to enhance the business model. The Pro Solution Center Supervisor is often faced with unforeseen and changing day-to-day workflow and priorities while sustaining service and satisfaction. The individual in this role must evaluate individual situations as they arise and make resolution decisions. Pro Solution Center Supervisors are responsible for managing the employee life cycle to the benefit of the Lowe’s Customers and the Lowe’s enterprise overall. This includes confronting tough people situations, identifying performance challenges, establishing effective performance plans, and responding to and communicating changing business conditions and needs. In addition, the Pro Solution Center Supervisor must deliver ongoing coaching and development to direct reports in a fast-paced environment while maintaining engagement across the Team. This requires a proactive approach to identifying and addressing opportunities as well as sharing wins and successes to foster open dialogue between team members and management Pro Solution Center Supervisors must be capable of evaluating reports for accuracy and completeness, discover issues, reaching out to get information needed, and always communicate information effectively to customer service representatives.
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