• Contact Center Business Intelligence Analyst

    Lowe's (Cary, NC)


    Responsibilities

    + Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.

    + Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and tests for relevant business questions.

    + Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders.

    + Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences and implements process improvements.

    + Collaborates with members of the Business Intelligence Leadership team to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management.

    + Pursues self-development and effective relationships with others by organizing resources and information; sharing information, advice, and expertise with coworkers and customers.

    + Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives.

    Requirements

    + Bachelor's Degree in Analytics, Computer Science, or related field.

    + 3-5 Years experience performing data mining, data analysis, and data modeling using large data sets.

    + 1-2 Years Experience in data analytics, visualization, and customer experience.

    + 1-2 Years Experience in data analysis and data modeling using large data sets.

    + 1-2 Years Experience working with Contact Center practices, systems, and tools.

    + 1-2 Years Experience interacting with individuals up to and including director on a regular basis.

    + Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access).

    + 1-2 Years Experience using sentiment analysis tools to analyze customer feedback.

    + Experience writing SQL queries and working with large data sets.

    Nice-to-haves

    + 1-2 Years Experience with feedback management and data analytics platforms.

    + 1-2 Years Experience with advanced predictive modeling practices and tools.

     

    Pay Range: $59,800.00 - $99,900.00 annually

     

    _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 our benefits page (https://talent.lowes.com/us/en/benefits) ._

     

    _Lowe's hourly_ _remote_ _associates cannot reside in Alaska, California or Hawaii. Lowe's salaried_ _remote_ _associates cannot reside in Alaska or Hawaii._

     

    _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._

     

    _Qualified applicants with arrest or conviction records will be considered for Employment_ _in accordance with_ _applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act._

     

    _Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information_ _and products; partnering, supervising, and_ _regularly working_ _with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines._

     

    _It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._

     

    Pay Range: $59,800.00 - $99,900.00 annually 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.