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[Remote] Director Contact Center Site
Note: The job is a remote job and is open to candidates in USA. Lowe’s is a home improvement company serving customers through its retail and support operations. The Director of Contact Center Operations leads Contact Center execution, workforce engagement, strategic planning, third-party operations, vendor performance, projects, and financial management. The role also analyzes business results, partners with senior leadership and cross-functional teams, and drives service excellence and continuous improvement.
Responsibilities
- Ensures Lowe's customers are provided with consistent and differentiated services solutions that positively impact revenue and protect the Lowe’s Brand
- Analyzes business results to bringing forward insights, critical observations, and recommendations to executives within the enterprise to improve operating environment and efficiency
- Meets and collaborates with peers (other Contact Center Site Directors) to ensure consistency, share best practices and strategic insights, and to discuss opportunities for improvement within the Contact Center organization
- Leads and actively participates in Lowe’s sponsored community events and initiatives representing the company where Contact Centers exist to maintain Lowe's positive brand image, core values, and presence within the community
- Oversees and drives employee growth, development, onboarding, and staffing to provide a safe, engaging, organized, and proactive workforce and work environment as well as guides local Contact Center initiatives to provide optimal employee experiences
- Interacts with Workforce Planning to coordinate staffing, location, timing, and program placement (inbound, outbound, phone, etc.), negotiating and collaborating to identify best fit across internal and third-party Contact Center operations
- Executes, reviews, and provides guidance for all new or revised process/program additions or changes (i.e. facilities, security, lawn, and other programs), including third-party vendor relationship management, governance, performance management, contractual accountability, and continuous improvement
- Manages financials and execution for the Contact Center including P&L, headcount, vendor financial and contractual commitments, and the efficient delivery of services by measuring utilization and adherence to workflow procedures and assignments
- Partners with IT, HR, Workforce Management, third-party vendors, and other business organizations external to the Contact Center to ensure service excellence and alignment across customer support operations
- Maintains support ratios to manage and/or reduce financial costs while providing adequate leadership by role for the Contact Centers
Skills
- Bachelor's degree Business or related field or equivalent years of experience in lieu of education requirement, if applicable
- 11 Years Experience in Contact Center operations in lieu of degree
- 8 Years Experience in Contact Center operations
- 3 Years Experience managing direct and indirect reports within large teams
- 3 Years Experience building relations across multiple programs
- 3 Years Experience working closely with senior leadership (VP and above)
- 3 Years Experience with accountability for a variety of support functions (e.g., facilities, security, community relations)
- Lowe's salaried remote associates cannot reside in Alaska or Hawaii
- Master's degree Business or related field
- 3 Years Experience in retail management or working in a retail environment
- 3 Years Experience working in multi-channel cross functional organization
- 3 Years Experience building relationships across diverse geographies
Benefits
- This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions.
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