"Alerted.org

Your Impact

The primary purpose of this role is to help manage scheduling of the HR Contact Center workforce by creating work schedules and providing short-term (daily, weekly, monthly) and long-range forecasts (12-18 months in advance) for call volume and requests for the Lowe's HR Contact Center. Forecasts are created through the analysis of current and historical trends of call volume, requests, and shrinkage factors as well as incorporation of business insights and intelligence on promotional or other activity likely to influence workload. The forecast determines the FTE requirement, which in turn determines hiring plans throughout the year. The Workforce Management Senior Analyst also provides inputs to the Annual Operating Budget that determine labor cost.

What You Will Do

+ Creates HR Contact Center work schedules that align with the workload to insure a consistent associate experience.

+ Gathers, analyzes, and reports intra-day statistics information by monitoring floor performance in real-time, including call volume and staffing performance indicators, and highlighting trends and potential causes of unexpected variance.

+ Regularly reviews historical data for trends and abnormalities. Maintains a log of such and communicates critical items to senior leadership in an actionable fashion.

+ Develops strategies to optimize Contact Center performance based on performance trends with the optimization team.

+ Conducts regular stress test modeling to identify breakpoints in business processes associated with associate interactions (calls, e-mails, etc.).

+ Conducts regular regression analysis to identify relationships between metrics and to build forecasting capabilities through statistical tools.

+ Identifies and communicates expected periods of extreme overstaffing and coordinates with business leadership as needed to better utilize paid resources.

+ Models what-if scenarios associated with desired changes to business processes (example: team alignment guidelines and supervisor-to-agent ratios).

+ Deep dives into new and existing lines of inquiry to understand workflow, peer relationships, associate interactivity, etc. and coordinates with others to build time study analyses as needed for forecasting and staffing purposes.

+ Creates and manages a singular dashboard of relevant business metrics.

+ Monitors several performance elements and determines which few require business leader attention and make information available in an easy-to-use fashion.

+ Proactively conducts year-over-year, MTD, recent trend, and other types of comparison to show history and movement over time.

+ Proactively benchmarks performance against peers (example: Team A shrinkage actual MTD is 38%; peer benchmark for similar teams is 32%)

Minimum Qualifications

+ High school diploma or GED Business Administration or related field

+ 6 Years of Experience in a Call Center environment

+ 6 Years of Workforce management experience in a Contact Center

+ 6 Years of Leadership experience with either direct or indirect report responsibility

+ 6 Years of Experience with workforce software tools (e.g., Verint, Aspect, or IEX)

+ 6 Years of Experience defining and documenting operating procedures

Preferred Skills/ Experience

+ 4 Years of Experience in a Call Center environment

+ 4 Years of Workforce management experience in a Contact Center

+ 4 Years of Leadership experience with either direct or indirect report responsibility

+ 4 Years of Experience with workforce software tools (e.g., Verint, Aspect, or IEX)

+ 4 Years of Experience defining and documenting operating procedures

About Lowe’s

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe’s employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com .

\#LI-81BMAT

_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._

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 https://talent.lowes.com/us/en/benefits.