Position Summary...

What you'll do...

Day-to-day activities performed in customer care service operations. Ticketing system and other tools used to handle customer requests. Escalation matrices. Customer request process lifecycle. Manages contact center operations and supports new initiatives. Interprets standard reports (for example, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments. Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows. Oversees site management in lean staffing periods (for example, weekend coverage) and resources for overtime requirements. Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA).
Tools, techniques, and internal processes for team management. Team goal setting. Feedback mechanisms. Counseling and mentoring. Delegation of responsibility. Supports teamwork and collaboration, plans, assigns, and directs work, and recognizes and administers rewards. Communicates performance requirements, provides guidance and coaching, monitors performance, and helps associates understand and adapt to change. Conducts interviews, manages performance and behavioral issues, and holds associates accountable according to company policies and procedures. Actively seeks feedback and helps team members understand strengths and weaknesses.
Principles and techniques of customer communication. Application and allocation of business communication styles/techniques. Knowledge of communication etiquettes through different interaction channels. Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting, and summarizing. Develops team members' customer communication skills. Reviews team members' communications for content, quality, and customer focus by monitoring calls. Develops team members' ability to develop a customer communication plan or strategy. Manages customer and associate needs and advocates for experiences. Understands customer concerns or problem statements.
Problem-solving methodologies and tools and the application of those methodologies and tools (identify, map, break down, hypothesize, understand implications).Business requirements, insights, and solutions. Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation. Barriers to effective problem-solving (for example, confirmation biases, mental sets, functional fixedness, group think, paradigm blindness).Uses fact-finding techniques and diagnostic tools to identify and break down business problems. Works on multiple problems which are specific in nature. Suggests multiple alternatives approaches/solutions based on internal and external benchmarking. Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions. Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions.
Customer service practices. Standard Operating Procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques. Participates in, supports, and drives process improvement or change initiatives within assigned function. Supports the identification of process issues from trend analysis and recommends solutions, validating with cross-functional stakeholders. Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions. Reports findings to managers and supports the implementation of approved changes based on managerial guidance. Implements methods for improving and establishing controls for critical processes under guidance.
Data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications. Delineates problems, leverages data to determine root causes, and applies information to find solutions. Articulates the levers that influence data, ensures data quality, and organizes and processes information for analysis. Participates in the feedback loop between data intake and insights and continuously works on improving the data collection process. Identifies and proposes ways to automate and improve existing processes with the help of technology. Demonstrates a working knowledge of data science techniques and applications.
Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.
 

Leadership Expectations

Live our Values

Culture Champion
• Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership
• Is consistently humble, self-aware, honest, and transparent.

Embrace Change

Curiosity & Courage
• Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Deliver for the Customer

Customer Focus
• Delivers results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking
• Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.

Focus on our Associates

Diversity, Equity & Inclusion
• Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.
Collaboration & Influence
• Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with
impact to a range of audiences; and demonstrates energy and positivity for own work.
Talent Management
• Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others’
contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Primary Location...