Director, Contact Center Operations

Director, Contact Center Operations

What you'll do at

• Provides strategic direction for the Walmart.com captive contact center to ensure the resolution of escalated and high-touch customer issues
• 2 Operation Manager Direct Reports with 2nd line supervisors of 15-20 team managers
• Total Agent size: Non-Peak 150-175, Peak up to 500 with remote supervision of an additional 200-250 (redundancy center). Also includes managing WFH agents and managers
• Successful leader will be able to work in conjunction with L&D and WFM for budgeting and on-boarding all new hires
• Partner with key business groups to ensure appropriate processes are developed to provide critical feedback to their teams to improve the customer experience while shopping online.
• Develop and implement strategic initiatives to increase the overall satisfaction of our customers while reducing costs to the company.
• Drives achievement of short- and long-term contact center goals and objectives across captive sites (DFW) by partnering with senior leadership to establish strategies
• Oversees the daily operations of multiple business groups (Tier 1 and Tier 2 captive units) ensuring that established service level goals and metrics are achieved
• Ensures the contact center performance is aligned with corporate customer service initiatives and goals and controls expenses to meet profit and loss (P&L) expectations.
Must build and execute strategy for:
• Ramp up and ramp down from seasonal spikes
• Career development and career pathing for all operational associates (agent through ops managers)
• SLA Metrics
• Performance Management for all levels (managing a High Performing Team)

Minimum Qualifications

  • Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years experience in retail management, business, psychology, counseling, business administration, or related area.

Preferred Qualifications

  • 5 years' supervisory experience.
  • 5 years experience in project management.
  • 8 years experience in customer service, contact center, service desk, or related area.
  • 8 years experience managing teams in an operations or production environment.

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.
Walmart Associate
"We advocate for our customers, provide opportunity to our employees, and support efforts that better the lives of millions of people."
— Hannah, Sourcing Manager

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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