Job Summary

Innovate in Bengaluru

This position is based at our on-site office in Bengaluru.

Role Overview 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.

Responsibilities

- Utilizes a depth of knowledge of how to best manage disparate data sources, relevant external data and solid 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

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 Education Qualifications Certifications (optional)

- Required Minimum Qualifications: Bachelors degree in Business, Analytics, Programming, Operations Research or Related Field

Key Skills

- Experience in leading a team of analytical and operations associates

- 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 Power BI, SQL, MicroStrategy and Excel
- Exceptional problem solving and decision making skills

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change.

Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager_Contact Center Ops (Bengaluru)
🏢 Lowe's
📍 Bengaluru