Manager, Contact Center

Position Summary...

What you'll do...

Role summary:
The (USA) Manager, Contact Center, oversees daily operations to ensure exceptional customer service and operational efficiency. This role involves analyzing performance metrics, implementing process improvements, and managing team development to meet service-level agreements and business objectives. The manager collaborates with stakeholders to resolve issues, drives continuous improvement initiatives, and ensures adherence to company policies and standards. A strong focus on data-driven decision-making and effective communication supports the delivery of high-quality customer experiences while maintaining operational excellence within the contact center environment.
About the team:
The team oversees Walmart’s BPO contact center partnerships, ensuring operational stability, scalability, and performance. It manages vendor relationships throughout the full lifecycle, including selection, onboarding, governance, and continuous improvement. Collaborating with internal and external partners, the team aligns priorities and monitors outcomes through data analysis. Utilizing structured processes and financial insights, it identifies trends, mitigates risks, and enhances service delivery. The team is dedicated to maintaining consistent customer experiences while optimizing efficiency and cost control across various programs and locations.
What you'll do:

• Oversee daily contact center operations to ensure alignment with performance metrics and service-level agreements.
• Analyze key performance indicators and trend data to identify root causes and implement effective solutions.
• Lead process improvement initiatives to enhance operational efficiency and customer communication quality.
• Collaborate with stakeholders to develop and execute strategies addressing capacity planning and demand forecasting.
• Coach and develop team members to strengthen customer communication skills and adherence to standard operating procedures.
• Manage escalation processes and ensure timely resolution of customer and associate concerns.
• Maintain compliance with company policies while promoting a culture of integrity and accountability.

What you'll bring:

• Proven experience managing contact center operations with a focus on achieving performance metrics and service-level agreements.
• Strong problem-solving skills using data analysis and diagnostic tools to identify root causes and implement effective solutions.
• Expertise in customer communications management, including developing and coaching teams on communication strategies and quality standards.
• Ability to lead process improvement initiatives and apply standard operating procedures to enhance operational efficiency.
• Proficiency in workflow management and monitoring key performance indicators to drive continuous improvement.
• Effective collaboration and stakeholder engagement skills to support business objectives and operational goals.

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 :
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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 related
field 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

Primary Location...

805 Respect, Bentonville, AR 72716, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.