Director Contact Center Site

Lowe's Companies, Inc.•Mooresville, NC

5d•$133,200 - $222,500•Remote

About The Position

The primary purpose of this role is to lead, support, and direct the individuals involved in the execution of the Contact Center while maintaining a highly engaged workforce to ensure customer service excellence, achievement of shareholder metrics, and the retention of staff. This includes responsibility for strategic planning for the execution of Contact Center programs and initiatives, oversight of third-party Contact Center operations and vendor performance, overseeing all site-specific project work, and managing financials and budgets for their respective Contact Centers. This leader must inspire and empower employees around the Contact Center strategy and Enterprise vision so all employees understand the value of their contribution in accomplishing strategic goals.

Requirements

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)

Nice To Haves

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

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