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Team Manager, Contact Center Operations
- Location BENTONVILLE, AR
- Career Area Customer Service and Call Center
- Job Function Customer Service and Call Center
- Employment Type Regular/Permanent
- Position Type Salary
- Requisition WD1626819
What you'll do at
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.
Live our Values
• 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.
• Is consistently humble, self-aware, honest, and transparent.
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
• Delivers results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
• 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.
• 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.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.1 year’s experience in retail, contact center operations, or a related area., As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Supervisory experience
Primary Location...608 SW 8TH ST, BENTONVILLE, AR 72712-6207, United States of America
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
Hello, NW Arkansas
With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.Discover NW Arkansas
Crystal Bridges Museum
Celebrate the American spirit in a setting that unites the beauty of art and the power of nature.
Walton Arts Center
Arkansas' premiere center for visual arts and entertainment.
An interactive children's museum that's fun for the whole family.
42 acres of premiere public garden space.
Devil's Den State Park
Located on 2,500 acres, Devil's Den State Park is the perfect place to explore Arkansas' natural beauty.
- come together
The best of shopping and restaurants, right in the heart of Fayetteville.
All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans for you & dependents
- Financial benefits including 401(k), stock purchase plans, life insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work because of injury, illness, or childbirth