Essential Responsibilities: Manages intra-day scheduling across multiple lines of business using workforce management systems by executing established processes for changing schedules, VTO, and training; making schedule changes and updates based on immediate call volume and performance trends in order to alleviate conditions where programs are over-staffed and understaffed; adding VTO and overtime to a schedule based on current day call performance trends; soliciting Agents to work overtime based on daily business needs; adjusting the call monitoring system to reflect Agent skills; making scheduling changes

Monitors daily and interval service level performance for the contact center using real-time call queue monitoring software by observing call metrics (e.g., average handle time, average speed of answer) against thresholds established by the business; monitoring business metrics (e.g., service level, occupancy, call abandonment); monitoring productivity metrics (e.g., schedule adherence, phone state); communicating real-time performance statistics to Operations leaders; analyzing current call trends to determine VTO needs; monitoring established schedule adherence goals as outlined by each business unit.

Makes immediate scheduling changes based on changing business needs and staffing levels by responding to daily requests from Operations leaders to pull individual Agents off the phone (e.g., for immediate performance management or coaching); responding to immediate attendance, performance, and scheduling questions from Operations leaders.

Core Responsibilities: Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information and knowledge with coworkers and customers; seeking performance feedback; adapting to and learning from change, difficulties, and feedback Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; building an understanding of procedures, data, and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; understanding priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible.

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.