Contact/Call Center Supervisor - Planning & Forecasting

Lowe's Inc. - Wilkesboro, NC3.7

The Supervisor – Planning, Forecasting & Scheduling is primarily responsible for coordinating the work of Planning Specialists and Scheduling Specialists in order to ensure that the workload is appropriate and high quality work products are completed using sound methodology in a timely manner. This involves facilitating the intake process for requests, partnering with Operations teams to determine analysis needs, and delegating analysis requests to Specialists, as well as reviewing results of analyses for accuracy and firm logic.

This position manages individual contributors responsible for conducting various forecasts and analyses. This is done through monitoring progress and results of the Planning, Forecasting and Scheduling team, administering performance management, providing regular feedback and developmental opportunities to Specialists, identifying and addressing team performance needs, and delivering technical training to Specialists.

The Supervisor – Planning, Forecasting & Scheduling is responsible for managing and providing results that support relevant, accurate, and timely forecasts and models. To accomplish this, the Supervisor – Planning, Forecasting & Scheduling must have knowledge of all Contact Center operations and functions, business processes, statistical analyses and modeling techniques and tools, and an ability to guide and develop a team.

The Supervisor – Planning, Forecasting & Scheduling works closely with all levels of leadership in the Contact Center and across the corporate enterprise in order to determine analysis needs and confirm they are met. As such, this role provides value to Lowe’s by ensuring Contact Center forecasts, analyses, and models are relevant and accurate, resulting in better resource and budgetary planning for Contact Center programs and initiatives.


Required Minimum Qualifications:
  • Associate's degree plus 2 years of experience in a Call Center environment OR 3 years of experience in a Call Center environment
  • 2 years of experience working in an analytical role with progressive responsibility, including 1 year of workforce management experience (e.g., data analysis, intra-day management, forecasting, scheduling) in a Call Center, retail, manufacturing, logistics, or other related industry
  • 1 year of experience packaging and presenting analysis results to leadership or business partners
Preferred Qualifications:
  • Bachelor’s Degree in Business or related field
  • 1 year of supervisory experience with direct report responsibility
  • 1 year of forecasting and modeling experience (e.g., budgeting, sales, retail, contact center specific metrics)
  • 1 year of experience conducting capacity planning
  • 1 year of experience using workforce management software (e.g., Verint)
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE®50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit