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(IND) TEAM MANAGER, CONTACT CENTER

Walmart · Posted Oct 20

Retail, e-commerce, grocery, pharmacy, and membership warehouse services

Bangalore, Karnataka, IndiaFull-timeOnsiteMid Level1+ years₹8.0L–₹14.0L yearly32 applicants
RetailE-CommerceSupermarketSupply ChainGroceryPublic Company
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About the role

Walmart's contact center operations team supports customer care service delivery, handling customer requests through ticketing systems and escalation matrices. The role works with standard reports, performance metrics and daily staffing plans to keep service levels on track. As a Team Manager, the position leads and develops associates, monitors call quality and communication, drives process improvement initiatives, and partners with stakeholders on business solutions.

What you will do

  • Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales
  • Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities
  • Models compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door Policy and demonstrating and assisting others with how to apply these in executing business processes and practices
  • Lists and features of products and services offered Utility of products for customers Substitutes for products and services offered by the company Describes how products and services fit within the organization as a whole Cites examples of how customers use the companys products and services Identifies the companys flagship products and services Cites examples of how customers use a specific product or service Describes the major functions features and capabilities of company products and services Informs customers of promotions offers and discounts
  • Daytoday activities performed in customer care service operations Ticketing system and other tools used to handle customer requests Escalation matrices Customer request process lifecycle Manages contact center operations and supports new initiatives Interprets standard reports for example call trends assignment and tracking reports tracks key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes necessary adjustments Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows Oversees site management in lean staffing periods for example weekend coverage and resources for overtime requirements Escalate systemic issues through available channels for example Gemba Leadership JIRA
  • Tools techniques and internal processes for team management Team goal setting Feedback mechanisms Counseling and mentoring Delegation of responsibility Supports teamwork and collaboration plans assigns and directs work and recognizes and administers rewards Communicates performance requirements provides guidance and coaching monitors performance and helps associates understand and adapt to change Conducts interviews manages performance and behavioral issues and holds associates accountable according to company policies and procedures Actively seeks feedback and helps team members understand strengths and weaknesses
  • Principles and techniques of customer communication Application and allocation of business communication styles/techniques Knowledge of communication etiquettes through different interaction channels Develops a clear complete understanding of needs and problems through careful listening probing reflecting and summarizing Develops team members customer communication skills Reviews team members communications for content quality and customer focus by monitoring calls Develops team members ability to develop a customer communication plan or strategy Manages customer and associate needs and advocates for experiences Understands customer concerns or problem statements
  • Problemsolving methodologies and tools and the application of those methodologies and tools identify map break down hypothesize understand implications Business requirements insights and solutions Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation Barriers to effective problemsolving for example confirmation biases mental sets functional fixedness groupthink paradigm blindness Uses factfinding techniques and diagnostic tools to identify and break down business problems Works on multiple problems which are specific in nature Suggests multiple alternatives approaches/solutions based on internal and external benchmarking Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions
  • Customer service practices Standard Operating Procedures and defined processes Standard reporting tools and techniques Performance metrics Industry trends Process improvement techniques Participates in supports and drives process improvement or change initiatives within assigned function Supports the identification of process issues from trend analysis and recommends solutions validating with crossfunctional stakeholders Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions Reports findings to managers and supports the implementation of approved changes based on managerial guidance Implements methods for improving and establishing controls for critical processes under guidance
  • Data collection modes techniques and tools Data analytics and visualization tools and techniques Existing and upcoming digital applications and other systems used Technology innovation trends and industry benchmarks Data governance as it relates to data quality metadata and data lineage Data science techniques and applications Delineates problems leverages data to determine root causes and applies information to find solutions Articulates the levers that influence data ensures data quality and organizes and processes information for analysis Participates in the feedback loop between data intake and insights and continuously works on improving the data collection process Identifies and proposes ways to automate and improve existing processes with the help of technology Demonstrates a working knowledge of data science techniques and applications

Skills used in this role

Contact Center OperationsTicketing SystemsJiraData AnalyticsData VisualizationData ScienceData GovernanceProcess ImprovementRoot Cause AnalysisBenchmarkingStaffing and SchedulingTeam ManagementGoal SettingCoachingMentoringPerformance ManagementCustomer ServiceCustomer CommunicationStakeholder ManagementProblem Solving

What the employer is looking for

  • 1 year’s’ experience in retail, contact center operations, or a related area

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Walmart

Walmart logo

Walmart

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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

JF
John Furner

President and CEO

JD
John David Rainey

Executive Vice President and Chief Financial Officer

SK
Suresh Kumar

Executive Vice President, Global Chief Technology Officer and Chief Development Officer

SD
Seth Dallaire

Executive Vice President and Chief Growth Officer

DG
David Guggina

President and CEO, Walmart U.S.

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