This position is highly technical requiring a high aptitude for math, data analysis, forward planning, problem solving including a strong understanding and ability to work with the Erlang C formula. An expert-level knowledge of Excel is also required. Regularly reviews historical data for trends and abnormalities; maintains a log of such and communicates critical items to senior leadership in an actionable fashion. Conducts alternatives modeling (example: identify cost savings potential associated with better utilization of existing resources over adding resources to combat a business problem). Conducts regular stress test modeling to identify breakpoints in business processes associated with customer interactions (calls, e-mails, etc.). Conducts regular regression analysis to identify relationships between metrics and to build forecasting capabilities through statistical tools. Reviews collected data and challenges analyses for validity/integrity. Field requests from senior leadership associated with new business initiatives – conducts requirements estimations, assigns cost, return on investment, implementation timelines. Represents BI team and appropriate areas of the business on projects (partners with PDAs throughout project lifecycle). Compiles and analyzes information to answer business questions posed by senior leaders. Identifies and communicates expected periods of extreme overstaffing and coordinates with business leadership, LOE, and other groups 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 business to understand workflow, peer relationships, customer 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 conduct year-over-year, MTD, recent trend, and other types of comparison to show history and movement over time. Proactively benchmark performance against peers (example: Team A shrinkage actual MTD is 38%; peer benchmark for similar teams is 32%).
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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