Vendor Manager, Customer Service

Vendor Manager, Customer Service

  • Location FORT WORTH, TX
  • Department Customer Service & Call Center
  • Team Customer Service and Call Center
  • Employment Type -
  • Position -
  • Requisition 790710BR

What you'll do

You will coordinate, complete, and oversee outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity. The BPO Operations Supervisor will insure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion The Operations Manager monitors compliance of external partners (for example, suppliers, transportation) with established Walmart eCommerce Operations processes You will provides supervision and development opportunities for Customer Call Center Agents.
Essential Job Functions:
• Coordinates, completes and support job-related activities and assignments for Outsource Contact Center operations by developing and maintaining relationships with key stakeholders at the outsource Partner locations.
• Support plans and initiatives identified by the Operations Manager to improve performance with Outsource partners.
• Identify and address improvement opportunities internally and at the Outsource Partners.
• Resolves escalated customer concerns by determining the appropriate resolution.
• Provide direction for handling sensitive customer issues identified by the Operations manager or Outsource Partner.
• 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.
• Work with the Operations Manager to develop and execute continuous improvement business processes and procedures.
• Partner with Outsource Partners to develop and implement tactical processes and improvements to ensure operational performance objectives and metrics are met.
• Monitor Outsource partner performance. This includes but is not limited to: attending scheduled and ad hoc meetings, listening to live and recorded calls, monitoring queue performance.
• Travel is necessary to perform one or more essential functions of this position. Travel requirements include traveling both domestically and internationally to and from multiple facilities requiring consecutive overnight stays.
• Work with internal resources to develop and implement action plans to support performance objectives and metrics.

Minimum Qualifications

• Bachelor’s degree, preferably in Engineering, Business or Logistics
• 2+ years’ experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems
• 2+ years management experience
• Project management experience (certification a plus)

Preferred Qualifications

eCommerce Retail experience
2+ years’ experience working in customer care centers
2+ years’ experience developing and implementing call center metrics

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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