(IND) TEAM MANAGER, CONTACT CENTER
Walmart · Posted Oct 7
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, and is a metrics-driven center handling over 10 million contacts per year. The team focuses on customer-centric service, relationship building, career progression, and recognition. As a Team Manager, you will lead and coach a team of agents, monitor service level and performance metrics, and work cross-functionally to improve the customer experience in a 24/7 shift environment.
What you will do
- You make sound judgments and promote a customer/member-focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You proactively lead volunteer activities, programs, and initiatives in order to improve the community. You build and sustain internal and external relationships. Flexible to work in shifts.
- As a Team Manager, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers’ needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.
Skills used in this role
What the employer is looking for
- 12 years to 16 years of relevant customer service experience
- At least 3 years of working experience as a team Manager 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.
- Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
- 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 team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
- Conduct team meetings and 1:1’s 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
- Proficiency in Microsoft Office Suite
- 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.
- Any graduation
- 1 year’s’ experience in retail, contact center operations, or a related area
Preferred qualifications
- Preferred - minimum 2- year supervisory experience.
- Supervisory experience
Benefits and support
- Compensation and benefits are detailed in the job posting
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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