MANAGER, CONTACT CENTER
Walmart · Posted Oct 6
Retail, e-commerce, grocery, pharmacy, and membership warehouse services
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About the role
The Walmart Contact Center provides best-in-class service to customers, stores, and associates via phone, chat, and email, operating as a metrics-driven, high-volume organization handling over 10 million contacts per year. The team is part of Walmart Global Tech and emphasizes exceeding customer expectations, relationship building, career progression, and individual and team recognition. As a Manager - Contact Center, the role leads a high-performing team across multiple channels, driving operational excellence, coaching team members, and ensuring performance metrics are consistently met.
What you will do
- Operational Leadership: Oversee day-to-day contact center operations, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction goals.
- Team Development: Coach, mentor, and develop team leads and associates to build a culture of performance, accountability, and continuous improvement.
- Performance Management: Monitor key metrics (AHT, CSAT, FCR, etc.), analyze trends, and implement action plans to address performance gaps.
- Customer Experience: Champion a customer-first mindset by identifying pain points and driving process improvements to enhance service delivery.
- Stakeholder Collaboration: Partner with cross-functional teams including Quality, Training, Workforce Management, and Technology to align on goals and resolve escalations.
- Compliance & Risk Management: Ensure adherence to company policies, regulatory requirements, and data privacy standards.
- Change Management: Lead and support change initiatives, including new process rollouts, technology adoption, and organizational shifts.
Skills used in this role
What the employer is looking for
- Experience: 14 – 20 years in customer service, with at least 3 years in a managerial role within a BPO or contact center environment.
- Leadership: Proven ability to lead diverse teams, manage performance, and foster engagement in a high-volume, fast-paced setting.
- Analytical Skills: Strong command of contact center metrics and reporting tools to drive data-informed decisions.
- Communication: Excellent verbal and written communication skills with the ability to influence and inspire across levels.
- Adaptability: Comfortable working in a 24/7 environment with rotating shifts and dynamic business needs.
- Education: Bachelor's degree in any discipline; certifications in contact center management or operations preferred.
Benefits and support
- incentive awards for your performance
- maternity and parental leave
- PTO
- health benefits
About Walmart
Walmart Inc. is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores. As one of the world's largest companies by revenue, it serves millions of customers daily through physical stores and robust e-commerce platforms. The company is driven by a commitment to everyday low prices and an expanding suite of digital and convenience-focused services.
- Industry
- Retail
- Company size
- 2000000+ employees
- Founded
- 1962
- Location
- Bentonville, Arkansas, USA
- Funding stage
- Public Company
Leadership
President and CEO
Executive Vice President and Chief Financial Officer
Executive Vice President, Global Chief Technology Officer and Chief Development Officer
Executive Vice President and Chief Growth Officer
President and CEO, Walmart U.S.
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