Lowe's HR Generalist Contact Center in Indianapolis, Indiana

Job Description:

Job Summary:

The SiteHR Specialist Contact Center is primarily responsible forproviding day-to-day HR support to front line leaders charged with leading teams of hourly employees within the contact center site. Day-to-day HR support includes work in three key areas: Performance/ Attendance Management, Leave Administration, and Coaching to Leaders. The role of the HR Generalist is to enable front line leaders to meet the needs oftheir employees. To accomplish this, the Site HR Specialist Contact Center musthave demonstratedability to solve problems through root cause analysis along withstrong business acumen, including an understanding of how strategiesand tacticswork in the marketplace.

The SiteHR Specialist Contact Center will collaborate directly with employeesand front-line leaders in order to coordinate the day-to-day delivery of HR operational support by developingand sustainingclient relationships as well as through the administration ofHR policiesand procedures.

Essential Responsibilities:

Provide Coaching to Front-Line Leaders.

Maintains regular contact with front-line leadersthrough dailyone-on-one interactions.

Provides first-level employee relations support byinvestigating concernsand providing recommendations to

leadership regarding resolution.

Utilizes established relationships to provide trendanalysis tothe HR Manager and site leadership

related to employee concerns. Maintain Performance/ Attendance Management


Supports the on-going administration (daily, monthly, quarterly)of the Contact Center attendance

management process by maintaining accurate records and communicating with

front-line leaders regarding the execution of corrective action as required.

Provides coaching and counseling to front-line leadersregarding Agent/ Pro performance management.

Review performance history and recommended the appropriate course of action.

Participates in the delivery of corrective action for Agent/Pro levelemployees as appropriate. 

Partners with front-line leaders, employeesand EmployeeRelations Central Services in responding to requestsregarding leavesof absence (FMLA, personal, Military, etc.) and disability claims.

Partners with front-line leaders, and the WorkforceManagement teamto Development to ensure ADA Accommodations are received, acted upon,and monitored. Deliver HR Services for the Contact Center site.

Contributes to employee engagement efforts for the siteby directingthe work of employee voice teams

and by recommending solutions to identified opportunities.

Reviews and responds to requests from employees and front-line leadersin the areas of Benefits,

Payroll, and HR policies and procedures.

Identifies opportunities to improve processes and orcommunication basedon direct and/ or indirect

feedback. Business Influence.

Meets or exceeds customers’ expectations, looks for waysto improvetheir experience, while creating a

seamless experience by understanding how the Site HR Specialist Contact Center

role, team goals, and daily activities fit into the company vision.

Drives for results by consistently achieving goals and pushingto completetasks by their deadlines

Collaboration with Others.

Works cross-functionally to manage and organize work processesand ensuremost efficient work flow.

Supports a collaborative environment by working in a team ofpeers tosolve problems and shares

information with peers, manager, and customers as appropriate Self-Development.

Organizes resources and information in an efficient mannerto handlecompeting demands and accomplish

what needs to be done.

Required Minimum Qualifications:

Bachelor’s Degree in Business/ Human Resources or related field or 3+ years of leadership and/ or HR Generalist experience

2 to 3 years’ experience working with Microsoft Office

1 to 2 years’ experience with Employee Relations

Preferred Qualifications:

Previous experience working in contact/ call center environment

PHR/ SPHR certification preferred

Prior experience with PeopleSoft HR

About Lowe’s

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE®50 homeimprovement companyserving more than 17 million customers a week in the United States,Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’sand its related businesses operate or service 2,365 home improvementand hardwarestores and employ over 290,000 people. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it servesthrough programsthat focus on K-12 public education and communityimprovement projects. For more information, visit Lowes.com .

Job ID: 1217095BR

Line of Business: Corporate

Job Category: Human Resources

Department: 0549 - HRBP COO Services

Employment Type I: Regular

Employment Type II: Full-Time

Location #: 3369

Location Name: Lowes CSC Indianapolis

City: Indianapolis

State: IN

EEO Statement:

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.