Essential Functions:
• Ensure contact center and internal clients resources are utilized optimally by typing operational efficiency to key performance indicators.
• Ensure that team workload is appropriate and high-quality work products are completed using sound methodology in a timely manner.
• Gathers, analyzes, and reports statistical information by monitoring team performance, including call volume and staffing performance indicators, and highlighting trends and potential causes of unexpected variance.
• Develops and communicates workforce processes and procedures by coordinating and consulting with Contact Center and Internal Clients leadership, Operations, on-site HR teams, and LOE to develop and document processes.
• Serves as point of contact for all activities performed by WFM team members through building rapport and a sense of shared trust with Contact Center and Internal Clients.
• Provides leadership and development of WFM personnel by facilitating meetings with entire team detailing performance.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback.
• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward
• Manages designated work stream to meet customer and business needs by translating business plans into tactical action items.
• Conducts or oversees business-specific projects by applying deep expertise in subject area.

Requirements:
• Bachelor's degree in Business Administration or a related field
• 5 years of experience  in a Call Center environment
• 3 years of workforce management experience in a contact center
• 3 years of leadership experience with either direct or indirect report responsibility
• 3 years of experience managing multiple priorities and tasks simultaneously and working cross-functionally
• 3 years of experience with workforce software tools (e.g., Verint, Aspect, or NICE)
• 2 years of experience defining and documenting operating procedures and recommending process improvements and productivity enhancements
• 1 year of supervisory experience in Contact Center operations

Preferences:
• Certified Workforce Planning Professional (CWPP) certification

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 hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates 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.