IND_Manager_Contact Center Ops

About the role

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.

What you'll do

• Leads a team of Business Intelligence Analysts working on analytics projects and works alongside those who perform more advanced project analysis and data modeling
• 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
• 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

What you need

• 8–14 yrs of experience
• Data modelling
• SAS
• SPSS
• SQL
• Alteryx
• PowerPoint
• BBA