[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 le 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
• Le 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.

Company Overview

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