IND_Manager_Contact Center Ops

About Lowe s
Lowes Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 17 million customer transactions a week in the U.S. With total fiscal year 2022 sales of over $97 billion, approximately $92 billion of sales were generated in the U.S., where Lowes operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowes supports the communities it serves through programs focused on creating safe, affordable housing and helping to develop the next generation of skilled trade experts.

About Lowe s India
At Lowes India, we are the enablers who help create an engaging customer experience for our $97 billion home improvement business at Lowes. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowes has a competitive edge in the market.

Core Responsibilities:

• Utilizes a depth of knowledge of how to best manage disparate data sources, relevant external data and strong domain expertise in order to derive insights as to how specific events or changes in a particular program could potentially impact the business at Lowes

• Leads a team of Business Intelligence Analysts working on analytics projects and works alongside those who perform more advanced project analysis and data modeling, ultimately ensuring that the final deliverable is high-quality and provides impactful insights

• Ensures the analytical model can be utilized by the business to better evaluate how specific events or changes in a program could affect Lowes

• Collaborates across functions to understand business needs and deliver cohesive, concise analytics and modeling to aid in the determination of ways in which Lowes can more effectively serve customers

• Serves as a subject-matter expert, working with leading customer analytics and data modeling tools to inform and improve Lowe s Contact Center practices

• Deploys results with a simple yet compelling message and recommendation that drives action on the part of the business leaders

• Confirms refreshment of models that are currently in place throughout the year, and explores other predictive model types to develop predictive statistical models for use in improving customer experiences

• Works to ensure the appropriate data reliability and structure for analysis and with supplier-partners to ensure accurate, robust and actionable forecasting models

• Deploys results from the forecast models with a simple yet compelling message and recommendation that drives action on the part of the business leaders to allow them to make decisions to improve customer experiences

• Establish Global working best practices to enable effective partnership and build execution ownership

• Create & drive problem solving culture within teams to solve execution & business problems

• Drive operational excellence practices within the team

Years of Experience:

Overall 8+ year of Experience

• 8+ years of experience in Operations Management / Contact Center Management

• Prior experience in data analytics, visualization and customer experience

• Experience working with Contact Center practices, systems, and tools

• 4+ years of prior leadership experience

Required Minimum Qualifications:

Bachelors degree in Business, Analytics, Programming, Operations Research or Related Field

Skill Set Required

Primary Skills (must have)

• Experience in leading a team of analytical and operations associates

• Experience working with Contact Center practices, systems, and tools

• Experience in advanced analytical role working with analytic software (e.g., Alteryx, SAS, SPSS)

• Demonstrated ability to work cross functionally

• Experience in senior stakeholder management

• Demonstrated ability to bring thought leadership on an everyday basis

• Experience in Data mining and visualization tool such as PowerBI, SQL, Microstrategy and Excel

• Exceptional problem solving and decision making skills

• Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)

• Excellent problem-solving and time management skills

Lowes is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.