Operations Manager, Vendor Operations - Contact Ca...

Operations Manager, Vendor Operations - Contact Call Center

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1177424BR

What you'll do at

  • Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans to drive performance in key KPIs
  • Ensures operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance
  • Leads process improvement and cross-functional projects for Walmart.com Contact Center Operations to completion
  • Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity
  • Monitors compliance of external partners (for example, outsource vendors supporting the contact centers) with established Walmart.com Operations processes
  • Performs analysis to identify operational issues or areas for improvement
  • Provides and supports the implementation of business solutions
  • Partner with Outsource Partners to develop and implement tactical processes and improvements to ensure operational performance objectives and metrics are met
  • Utilize reports to respond to scheduled or ad hoc requests for information on performance opportunities or successes. Report trends in performance and identify gaps in reporting impacting the ability to proactively address performance concerns
  • Resolves escalated customer concerns by determining the appropriate resolution

Minimum Qualifications

• Bachelor’s degree, preferably in Engineering, Business or Logistics
• 2+ years experience in a Customer Service Contact Center environment, and/or Order Management Systems
• 2+ years management experience
• Project management experience (certification a plus)
• 2+ years experience working In customer care contact centers
• 2+ years experience developing and implementing call center metrics

Preferred Qualifications

* eCommerce Retail experience

About Walmart.com

The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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