IND_Manager_Contact Center Ops

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 Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Bengaluru, Lowe’s India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowe’s customers. Lowe’s India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowe’s India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.

About the Team

The primary purpose of this role is to lead a team of Contact Center Business Intelligence Analysts in understanding customer feedback, utilizing advanced qualitative and quantitative analysis to inform decisions and provide information to senior leadership. This position serves as a leader and subject matter expert regarding providing meaningful, innovative, and valuable insights into how changes and events in specific areas, programs, etc. could have influence on Lowe's business. This position develops recommendations for solving complex experiences, leveraging industry trend data, market research, Voice of the Customer, associate feedback, in addition to other appropriate resources.

This position has responsibility for leading the team that defines measures of success for changes in the Contact Center, establishes the supporting metrics, completes the analysis and communicates the results to the appropriate leadership teams through data visualizations, presentations and storytelling. This team also provides business intelligence to inform decisions across Lowe's business functions to improve customer experiences. This position collaborates with stakeholders across the organization to define the ideal customer experience and how the experience will be delivered through the Contact Center channel.

• Roles & Responsibilities:

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 Lowe's
• 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 Lowe's
• Collaborates across functions to understand business needs and deliver cohesive, concise analytics and modeling to aid in the determination of ways in which Lowe's 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:
• undefined
• 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

Education Qualification & Certifications (optional)

• Required Minimum Qualifications:List the education, certification, and work experience for an incumbent in the job. Enter the Minimum Qualifications and Preferred Qualifications as directed, and delete the areas not used.List the education, certification, work experience and skills required to minimally qualify an individual for the job.Bachelors degree in Business, Analytics, Programming, Operations Research or Related Field 

• IV.            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 PoweBI, 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

Lowe's 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.