Manager – Contact Center Ops

Overview

Lead a team of Contact Center Business Intelligence Analysts in understanding customer feedback and delivering analytics that inform decisions and provide insight to senior leadership.

What you'll do

• Lead a team of Business Intelligence Analysts on analytics projects and ensure the final deliverable is high-quality and provides impactful insights
• Leverage disparate data sources, relevant external data and domain expertise to derive insights on how specific events or changes could impact the business
• Ensure the analytical model can be used by the business to evaluate how specific events or changes in a program could affect Lowe's
• Collaborate across functions to understand business needs and deliver cohesive, concise analytics and modeling to determine how Lowe's can more effectively serve customers
• Serve as a subject-matter expert, working with leading customer analytics and data modeling tools to inform and improve Lowe's Contact Center practices
• Deploy results with a simple yet compelling message and recommendation that drives action by business leaders
• Confirm refreshment of models in place throughout the year and explore other predictive model types to develop predictive statistical models for improving customer experiences
• Ensure appropriate data reliability and structure for analysis and work with supplier-partners to ensure accurate, robust and actionable forecasting models
• Deploy forecast model results with a simple yet compelling message and recommendation that drives action by business leaders
• Establish global working best practices to enable effective partnership and build execution ownership
• Create and drive a problem-solving culture within teams to solve execution and business problems
• Drive operational excellence practices within the team

What you'll need

• Bachelor's degree in Business, Analytics, Programming, Operations Research or a related field
• 8+ years of experience in Operations Management / Contact Center Management
• 4+ years of prior leadership experience
• Prior experience in data analytics, visualization and customer experience
• Experience working with Contact Center practices, systems, and tools
• Experience leading a team of analytical and operations associates
• Experience in an 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 tools such as Power BI, 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

Details

• Based at the on-site office in Bengaluru