Jeffrey Coppley

Contact Center Training Manager @Lowe's Companies, Inc.

Responsible for leading a team of Contact Center Training Supervisors to develop associates and front-line leader’s knowledge, skills, and abilities needed in Lowe\'s Contact Centers to drive the organizational Mission and Strategy. Schedule and manage the delivery of content-based training through various methods including virtual classroom-based technologies and leader-led events. Partner with Learning & Development teams as a subject matter expert to create and update training courses focused on operations, product knowledge, and selling. MAJOR DUTIES AND RESPONSIBILITIES: • Lead team of Contact Center Training Supervisors to ensure the delivery of virtual instructor-led and/or live leadership and functional training following adult learning theory and contemporary facilitation practices. • Drive consistency and training quality through performance audits, observations, and development of Contact Center Training Supervisors. • Continuously improve training delivery effectiveness through learner, operations metrics, and business subject matter expert’s feedback. • Manage new hire onboarding, training delivery and upskill learning activities. • Collaborate cross-functionally with Learning & Development and Internal Business functions within the contact center on training effectiveness to supports business goals. • Lead implementation, evaluation, reporting, and analysis of core quality, knowledge, and training initiatives. • Conduct root cause analysis of operational trends and identify variations in key performance indicators. • Perform project management duties to support data collection projects and the implementation of new reporting resources. • Use operational research techniques working closely within the learning teams to ensure projects drive business results using data management, business intelligence, and predictive analytics. • Collaborate cross-functionally with business stakeholders to analyze and understand human capital management.