Lowe's Companies, Inc. · 1 day ago

IHC Support Supervisor - Remote

Wilkesboro, NC

Full-time

Remote

Mid Level

$50K/yr - $83K/yr

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Responsibilities

Drives execution of specific Coordinator activities in support of the centralized quoting program.

Provides feedback to leadership team regarding process, program, or system opportunities.

Serves as Subject Matter Expert for the development of best practices as well as process and procedure documentation.

Leads selected initiatives or projects as assigned by Manager.

Makes real-time decisions regarding specific Store or Service Provider issues.

Resolves escalated issues within defined parameters and elevates issues when appropriate.

Analyzes reports to determine individual employee and team priorities.

Monitors each Coordinator’s performance (real-time and historical) to identify individual performance and training needs, and works to identify trends that indicate potential group performance or training needs.

Provides real-time and regularly-scheduled feedback and coaching to Coordinators.

Makes hiring decisions with Manager for team vacancies and works with HR to execute a strategy to recruit and fill open positions.

Motivates and engages employees by being accessible, seeking feedback, and creating recognition programs.

Serves as 'Manager on Duty, with responsibility for overseeing the entire workforce; this includes monitoring productivity, serving as a resource, addressing real-time performance or conduct needs, etc.

Interacts with Stores to answer questions and resolve issues related to quote or Service Provider.

Provides feedback to leadership to help stores set expectations and qualify customers up front when selling the detail.

Collaborates with Stores and Service Providers to identify and address opportunities to improve the centralized quoting model.

Looks for ways to improve the customer experience by understanding the centralized quoting model and offering ways to make it easier and more efficient for everyone involved or impacted by the process.

Provides feedback regarding trends at the Market level to help address opportunities to improve and streamline the quoting process.

Acts as backup for peer assigned areas as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Coordinator activitiesProcess improvementPerformance monitoringCoachingData analysisCustomer experience improvementHiring decisions

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