Team Lead - ACC

Job description

Innovate in Bengaluru This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. About Lowe’s Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com. About Lowe’s India Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India About The Team Associate Contact Center (ACC) is the first the point of contact for phone, emails, and chat for US Lowe’s Associates. ACC provides services for ~300000 that includes Lowe’s Associates, Former Associates, Third Party Associates, non – Associates. Job Summary The Lead, HR Service Center is Responsible for supervision, execution of resources allocated with the HR service center within the HR shared services organization. Assures call center operations and deliverables meet or exceed organizational objectives and service level agreements, follow service center strategies, and integrate as appropriate with other service center functions. Supports the broader HR service delivery model with a focus on customer service and assures alignment with HR "Centers of Expertise" (COEs) and other stakeholders such as field HR and HR Business Partners. Maintain the utmost confidentiality in dealing with employee records and business information. Direct and support the work of the service center staff (typically, a team of up to 10 positions). As a Lead, this role has significant responsibility regarding personnel and organizational matters (e.g., performance evaluations, increases, bonuses, discipline, and/or promotions) but approval and ultimate accountability may rest with the HR Service Center Manager/Director and/or head of HR Shared Services. Roles & Responsibilities Core Responsibilities: Supervise responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquires to the service center (phone calls, emails, basic case management). Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program and services Assure third party vendors perform according to service level agreements in support of HR service processes. Work with the internal HRIS team or appropriate COE and vendors to identify and correct problems and implement fixes. • Lead documentation of HR service processes for the call center. Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures, Work Instructions) to ensure complete, accurate, and up-to-date depiction of processes. • Lead alignment meetings with COEs or HRBPs, as necessary, to capture new topics/inquiries that the Service Center may need to handle and assure that appropriate responses, routing, education, and/or knowledge base information is provided to Service Center staff. Perform audits and validations of Service Center transactions. Examine and verify Service Center related data for accuracy and consistency. Authorize or approve transactions as necessary • Handle escalated and/or sensitive requests and issues from a Supervisor or Analyst. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Center of Excellence resource and assure that cases are updated, maintained, and resolved accordingly. • Provide excellent service to ensure activities provide the intended experience for end users in an efficient and effective manner. Manage tasks of self and team to assure Service Center deadlines are met according to established service levels/targets. • Schedule resources to assure uninterrupted service to directors and employees. Coordinate with other managers as necessary regarding coverage for operational hours. • Assure Compliance and Adherence to Business Objectives • Participate in the development and delivery of training for internal staff, specialist groups, or others as needed. • Maintain all compliance requirements. Analyze and correct errors and ensure proper quality controls are in place to avoid future errors. • Assist the director with the execution of the compliance programs, internal audits, external audits, and government audits. • Lead call center team performance and measure results to improve effectiveness and efficiency. Encourage continuous learning and work with the director to identify gaps and solutions. Assure support of strategic business & operational direction and seek to drive continuous customer service improv