(USA) Manager, Contact Center
Walmart
Position Summary...
What you'll do...
You will WOW us if you ….
Are relentless when it comes to customer satisfaction. We want to hear what you’ve done previously to drive customer satisfaction.
Have previously managed multiple BPO relationships simultaneously. Extra credit if they’ve been offshore teams.
Can succinctly communicate problem statements, using data points from multiple sources, then can successfully oversee and track initiatives to completion.
Are agile and can pivot quickly. Change is the only constant in our space.
Aren’t afraid to ask questions and peel back the layers to better understand processes. Note, this will probably lead to more questions and more layers.
Possess great interpersonal skills. Relationships and influence are a cornerstone of our team’s success. Plus, our team enjoys a good laugh together.
Position Summary...
What you'll do...
Position Summary
As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs. The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners. In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.
Position Description
You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity. The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability. You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
Minimum Qualifications
- Bachelor’s degree, preferably in Business
- 2+ years’ experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems 2+ years management experience
- Previous contact center experience
- Project management experience (certification a plus)
- Analytics experience using multiple data sources
- Proficient in Excel
- Ability to travel internationally up to 50% of the time
- Influential communicator
Additional Preferred Qualifications
- eCommerce Retail experience 2+ years’ experience working in customer care centers 2+ years’ experience developing and implementing call center metrics
- WFM experience a plus
- Contact center vendor management experience a plus
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications , or related field and 2 years’ experience in retail management, business, psychology, counseling, business administration, or related area OR 4 years’ experience in retail management, business, psychology, counseling, business administration, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Contact Center, Customer Service, Project Management, Supervising Associates
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $60,000.00-$110,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or relatedfield and 2 years’ experience in retail management, business, technology, communications, or related area.
Option 2: 4 years’ experience in business, technology, communications, or related area.
1 year's supervisory experience.
3 years’ experience in customer service/contact center or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading a cross-functional team, Project Management
