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Senior Director Installation Support
| Company | Lowe’s |
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| Location | Huntersville, NC, USA |
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| Salary | $155500 – $259700 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Master’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Bachelor’s Degree Business, Industrial Engineering and 11-15 Years More Than 12 Years Experience in Contact Center Workforce Management or Operations Support function
- 8-10 Years 10 Years Retail, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives
- 11-15 Years 12 Years Leadership experience with direct report responsibility
- 8-10 Years 10 Years Experience leading cross-functional teams
- 8-10 Years 10 Years Demonstrated experience leading teams and decisions regarding Contact Center centric software (e.g., Workforce Planning Software, CRM)
- 8-10 Years 10 Years Demonstrated experience with call routing technology and ACD systems
Responsibilities
- Drives the execution of multiple work streams by identifying customer and operational needs; analyzing resources, costs, and forecasts, and incorporating them into business plans; gaining cross functional support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly.
- Leads a highly skilled and engaged workforce by aligning resource plans with business objectives; recruiting, selecting, and developing talent; motivating teams; preparing individuals for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance when difficult decisions need to be made.
- Demonstrates continuous learning and maintains a competitive advantage by building flexible business plans to adapt to changing and emerging business needs.
- Uses data to identify, prioritize, and drive continuous improvement programs to increase operational efficiency. Proactively identifies opportunities for process automation or elimination.
- Constantly communicates and partners with key stakeholders in the field and at the SSC to create a culture of teamwork, transparency, and awareness. Partners include, but are not limited to Merchandising, Supply Chain, IT, Product Management, HR, Learning and Development, DACI, Store Operations, and Marketing. This partnership ensures roadblocks are addressed, and programs are executed quickly.
- Leads efforts to drive contact center awareness, adoption, and day-to-day execution of core business processes at every level.
- Creates, maintains and manages all exception-based reporting (identifying business trends) and predictive analytics (as appropriate in partnership with DACI) to be used by Contact Center Operations.
- Oversees contact center policies and procedures and ensures that they are accurate, accessible, regularly maintained, and communicated – driving applicable regulatory compliance and consistency in customer and associate experiences.
- Represents contact center operations as a leader, subject matter expert, and advocate on cross-functional SSC programs.
Preferred Qualifications
- Master’s Degree Business, Operations, Industrial Engineering and 11-15 Years More Than 12 Years Retail, Workforce Management, Field Operations Management, Process Improvement, Project Management, Operational Execution, Support Change Initiatives
