Manager - HR Contact Center - ACC

Lowe's India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lowe’s India in Bengaluru is seeking a Manager for the HR Service Center to lead day-to-day operations in a night-shift schedule aligned to US business hours.

The role focuses on managing a service center team, ensuring SLA delivery, confidentiality of employee data, and collaboration with COEs and field HR partners.

Responsibilities

• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquiries 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; Responsibilities
• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquiries 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

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.

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

ACC Serves as the first point of contact for Lowe’s associates across North America. Manages inbound calls, emails, and cases related to HR, payroll, benefits, compensation, and other associate support inquiries. Provides timely resolution to associate questions and issues or routes cases to the appropriate support teams when needed. Creates, tracks, and updates cases to ensure accurate documentation and resolution.

Team works in EST hours to align well with the business.

Job Summary

The Manager, HR Service Center is Responsible for management, execution, and resources associated 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 15 positions). As a Manager, this role has significant authority regarding personnel and organizational matters (e.g., performance evaluations, increases, bonuses, discipline, and/or promotions)

Shift : Required to work in US shift (night shift)

Team work hours : 5:30 PM to 5:30 AM

Roles & Responsibilities

Core Responsibilities

• Manage 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; Responsibilities
• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquiries 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