PSC Supervisor

Lowe's Companies, Inc.•Houston, TX

7d•$61,600 - $102,900•Remote

About The Position

The Pro Solutions Center Supervisor is responsible for supervising a high performing team responsible for ensuring delivery on service level agreements for internal and external customers. This leader has direct responsibility for all aspects of Customer Service Representatives performance including hiring, development, performance management, team communications, and delivery against key operational metrics. This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.

Requirements

Bachelor’s Degree - Business Administration or equivalent experience.
3 years’ experience in a team leadership or coaching role with or without direct report responsibility or a formal supervisory title.
2 years’ experience working in a call center, office administration, high- volume retail, service support, or similar work environment.

Nice To Haves

Knowledge of centralized management and support practices.
Demonstrated experience in training, developing, and mentoring a large team (i.e., 10+ employees).
Experience in remodeling or construction industry.
Experience in a sales role or participating in the sales process (e.g., creating quotes, project specs, etc.).
Experience using Zendesk or similar CRM (Customer Relationship Management) tool.

Responsibilities

Oversees the daily supervision of customer service representatives within assigned location.
Supports sales team to qualify customers when selling solutions.
Assists associates with HR related issues including questions/concerns with attendance, pay, benefits, job changes, voluntary terminations, I-9 verification, unemployment claims, and workplace accommodations.
Communicates clear expectations for associates, monitors and manages associate performance for accuracy and timeliness, providing timely and constructive feedback.
Works with associates to build a work environment of engagement and inclusion.
Makes recommendations in the candidate selection process for nonexempt roles.
Helps associates on the team transition through change.
Leads the onboarding and training process for associates.