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Job Description

Job Description

Contact Center Business Development Consultant

Job ID 1322547BR Date posted 01/04/2018 Location Mooresville, NC Location Name CSC-Mooresville Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0297 - Contact Ctr Wilkesboro Ops

Job Summary

The principle purpose of the Contact Center Business Development Manager is to identify, research, and analyze business and strategic opportunities, in order to recommend innovative solutions for customer, associate, and technology use cases. The Contact Center Business Development Manager will evaluate functional and enterprise initiatives, defining the customer experience, workforce, and overall Contact Center impacts. The Contact Center Business Development Manager will develop business cases for solving complex experiences, leveraging industry trend data, market research, Voice of the Customer, associate feedback, in addition to other appropriate resources.

The Contact Center Business Development Manager collaborates with stakeholders across the organization to define the ideal customer experience and how the experience will be delivered through the Contact Center channel. This will include understanding the impacts to workforce as well as any resulting business process and technical requirements needed to support the initiative. The Contact Center Business Development Manager ensures any new work proposals align to the vision of the Contact Center and enables Contact Center associates to add value to the overall customer experience.

The position collaborates with Contact Center Operations, Contact Center Operations Support, and Workforce Optimization, as well as across all levels of enterprise leadership to understand objectives for Contact Center operational, program and enterprise goals in order to develop a recommended approach or solution.

To accomplish this, Contact Center Business Development Manager must have broad knowledge of Contact Center processes and related business processes, business management, finance, fulfillment, and technology.


Minimum Qualifications:

·Bachelor’s Degree in Business Administration, Project Management, Process Improvement or related field AND 3 Years of retail contact center experience - OR 7 years of retail contact center experience

·2 years product or project management

·1 year Indirectly leading project teams/individuals to achieve results

·1 year Experienced with Productivity Tools (eg, Microsoft Office Suite)

Preferred Experience:

·Master’s Degree in Business Administration

·1 year experience working with Lowe's Contact Center and Store Systems (eg. Avaya CMS, Verint, Siebel, Sterling, Gensis)

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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