Job Description:
We are seeking a highly skilled and motivated Manager, Contact Center to join our team at Walmart. As a remote opportunity, you will have the flexibility to work from anywhere and be part of a modern and dynamic work environment. In this role, you will be responsible for the daily management of outsourced contact center providers to deliver all operational KPIs. You will also be accountable for remote and on-site center meetings, remote call monitoring, creating presentations, and driving various meetings with internal and external partners.
Key Responsibilities:
- Manage and oversee the performance of outsourced partner operations for Walmart E-commerce Customer Service
- Ensure compliance with company policies and procedures, and support the company's mission, values, and principles of ethics and integrity
- Identify and lead process improvement and cross-functional projects for the Customer Service Call Center Operations
- Monitor compliance of external partners with established Walmart E-commerce Operations processes
- Manage customer experience enhancements, identify and communicate performance drivers, and provide weekly and monthly performance updates to senior leadership
Preferred Qualifications:
- Bachelor's degree, preferably in Business
- 2+ years of experience in a Customer Service Center environment, Warehouse Management Systems, or Order Management Systems
- 2+ years of management experience
- Prior contact center experience
- Project management experience (certification a plus)
- Analytical experience using various data sources
- Proficient in Excel
- Ability to travel up to 50% of the time
- Effective communicator
Additional Preferred Qualifications:
- E-commerce retail experience
- 2+ years of experience working in customer service centers
- 2+ years of experience developing and implementing call center metrics
- WFM experience (certification a plus)
- Call center vendor management experience (certification a plus)
Leadership Expectations:
- Live our Values: Culture Champion
- Servant Leadership
- Embrace Change: Curiosity and Courage
- Digital Transformation and Innovation
- Deliver for the Customer: Customer Focus
- Strategic Thinking
- Focus on our Associates: Diversity, Equity, and Inclusion
- Collaboration and Impact
- Talent Management
This is a fantastic opportunity to grow your career with a leading company. If you have the skills and passion we're looking for, please submit your application today.
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