Manager Contact Center Business Intelligence

Essential Functions:

•    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

Minimum Requirements:

•    Bachelor's Degree in Statistics, Econometrics, Information Sciences, Applied Quantitative or related field
•    5-7 Years Experience in an advanced analytical role
•    5-7 Years Experience managing analytical team
•    3-5 Years Applied advanced analytical role Working with analytic software (e.g., Alteryx, SAS, SPSS)
•    3-5 Years Demonstrated experience working cross-functionally
•    5-7 Years Experience leading people directly or indirectly
•    5-7 Years Experience with Microsoft Office tools (e.g., Word, PowerPoint, Excel)

Preferences:

•    Master’s Degree in Statistics, Econometrics, Information Sciences, Applied Quantitative or related field

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

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.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.