(IND) TEAM LEADER, CONTACT CENTER
Walmart · Posted Oct 2
Retail, e-commerce, grocery, pharmacy, and membership warehouse services
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About the role
Walmart Contact Center provides best-in-class service to customers, stores, and associates via phone, chat, and email, operating as a metrics-driven center that handles over 10 million contacts per year. The wider team delivers mission-critical services including Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence, Robotic Process Automation, Networking, and Pre/Post Payment Audits. As a Team Leader, the role leads a team of contact center agents, conducts team meetings and 1:1s, monitors and coaches to team metrics, partners with peers on business goals, and works cross-functionally on planning, staffing, performance management, quality, and training to improve the customer experience.
What you will do
- Conduct team meetings and 1:1s with associates.
- Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics.
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
- Encourage support and engagement throughout the team.
- Partnership with peers to build/maintain business goals.
- Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
- Proficiency in Microsoft Office Suite
- Preferred - minimum 2- year supervisory experience.
- Should be flexible work in a 24/7 work environment with rotating weekly time off.
- Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
Skills used in this role
What the employer is looking for
- 7-12 years of relevant customer service experience
- At least 3 years of working experience as a team leader in a BPO or Call Center company.
- Leading a team with responsibility for all daily activities impacting the customer experience
- Utilizing live, legacy reports, tooling, and systems to understand what is happening at any point in time.
- Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
- Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient.
- Identifying customer improvement opportunities and turning these into impactful actions
- Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools.
- Manage teams daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
- 1 year’s experience in retail, contact center operations, or a related area.
Benefits and support
- incentive awards for 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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