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Job Description

Job Description

Planning Mgr, CC Ops Support

Job ID 1209385BR Date posted 05/30/2017 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 0238 - Contact Ctr Operations Supp
Are you a Pioneering Spirit? Lowe's is looking for Visionaries, Risktakers, Adventurers. Lowe’s is looking for someone that is driven by potential—A trailblazer of innovation. We are a multibillion dollar company with 5 million MyLowes users and millions of daily site visits. We’re looking for someone that dares to take risks and is excited about the opportunity to work on problems that have never been attempted. So if you’re an innovator, the kind of person who thinks outside the box and is always excited about your next challenge, you might just be the Pioneering Spirit we’re looking for.

This position can be at one of the following locations:

Mooresville, NC
Wilkesboro, NC
Indianapolis, IN
Albuquerque, NM

Job Summary:

The principle purpose of the Forward Planning Manager, CC WFM is to manage a team responsible for long-term volume, capacity and productivity forecasting of assigned Contact Center programs and initiatives. This involves coordination of financial analyses relating to new business and enhancements to existing business. The Forward Planning Manager, CC WFM is also responsible for allocating workload and associated headcount across multiple Contact Center sites and programs, coordinating efforts related to onboarding and new hire training capacity with Recruiting and LOE partners.
The most important responsibility of this role is to generate short-term and long-term staffing plans for all Contact Center departments, programs, and locations, which include built-in cost controls. This Manager is also responsible for creating and managing PARs for managing project expenditures, as well as monitoring, reporting, and sending adjustments to Accounting for payroll and business expenses.
The Forward Planning Manager, CC WFM is responsible for managing and providing results that support reliable and realistic long-term financial and capacity plans, as well as timely analyses to senior leaders. To accomplish this, the Forward Planning Manager, CC WFM must have knowledge of all Contact Center operations and functions, business processes, corporate finance procedures, statistical analyses and modeling techniques, and an ability to lead and develop a team of skilled professionals.

The Forward Planning Manager, CC WFM serves as Contact Center liaison with corporate organizations for all Contact Center-related forecasting. This person works closely with Contact Center leadership in order to develop short-term and long-term staffing plans, as well as the Business Solutions and Workforce Execution teams and external partners (e.g., M&E, merchandising) to provide analytic support for Contact Center programs and initiatives. As such, this role provides value to Lowe’s by maintaining budgetary and resource plans for the Contact Center and supporting program and initiative planning and implementation through analyses and modeling.

Essential Responsibilities:

Formulates the staffing plan for Contact Center by developing call volume forecasts and hiring plans for all Contact Center programs and locations; conducting quarterly analyses and reporting related to staffing variances and partnering with departments to determine cause of variances; continuously reviewing and adjusting departmental forecasts as necessary based on trend analysis; developing and maintaining long-term staffing plans for multiple Contact Center departments; identifying and recommending opportunities for efficiencies; justifying budgetary decisions to Lowe’s executive leadership

Conducts modeling and analysis of Contact Center and enterprise-wide initiatives by partnering with the Business Solutions Manager and key external stakeholders (e.g., M&E, merchandising, external vendors) to design analysis related to new business; serving as Contact Center liaison with corporate organizations (e.g., M&E, Sales and Service) for all Contact Center-related forecasting and financial planning; coordinating and completing financial analyses relating to new business and enhancements to existing business (e.g., ROI analysis, measures of success, loss efficiency); making financial and resource recommendations to business requesters related to new business cases and to Program Directors related to Contact Center program enhancements; conducting ad-hoc modeling of financial impacts associated with Disaster Recovery and Contingency planning; monitoring, reporting internally, and recommending adjustments to Accounting for payroll and business expenses; modeling "what-if" scenarios and cost-benefit analyses to support business model improvements that reduce expenditures and increase profitability; creating performance and accountability reports and monitoring allocation of spending against project PARs;

Core Responsibilities:

Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; working closely with employees to set goals and provide open feedback and coaching to drive performance improvement
Manages designated work stream to meet customer and business needs by translating business plans into tactical action items; communicating goals and objectives; overseeing work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; assuming responsibility for decision making
The primary challenge that the Forward Planning Manager, CC WFM faces is to quickly learn business partners’ needs and preferences, and effectively manage capacity planning and budget management on behalf of the Contact Center Operational teams.


Required Minimum Qualifications:• Bachelor’s Degree in Finance, Accounting, Business Management or related field plus 5 years of experience in call center workforce management and forecasting, and analysis OR 8 years of experience in contact center workforce management and forecasting.

• 5 years of experience conducting capacity planning

• 5 years of experience working in a Contact Center environment

• 5 years of experience leading an analytical team within a Contact Center

• 5 years of experience working closely with leadership (Director-level and above)

• 5 years of experience working cross-functionally

Preferred Qualifications:

• Master’s Degree in Business Administration or related field

• 5 years of experience conducting advanced data analysis

• 2 years of experience working in retail organization

• 1 year of experience leading a cross-functional team

• 1 year of experience using multiple analytical tools and methodologies (e.g., SPSS, SAS, Six Sigma)

• Certified Workforce Planning Professional (CWPP) certification

About Lowe's

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States , Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C. , Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit .

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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