(USA) Manager, Contact Center

Position Summary.
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What you'll do.
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Position Summary.
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What you'll do.
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Position Summary As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs.
The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners.
In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.
Position Description You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service.
You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity.
The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability.
You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion.
The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes.
You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
Preferred Qualifications Bachelor's degree, preferably in Business 2+ years' experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems 2+ years management experience Previous contact center experience Project management experience (certification a plus) Analytics experience using multiple data sources Proficient in Excel Ability to travel 50% of the time influential communicator Additional Preferred Qualifications eCommerce Retail experience 2+ years' experience working in customer care centers 2+ years' experience developing and implementing call center metrics WFM experience a plus Contact center vendor management experience a plus 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, groupthink, 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.
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.
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.
Oversees contact center operations and implements new initiatives by tracking department goals and communicating concerns.
Evaluates tools and techniques for anticipating demand and assuring capacity, creates plans to address significant changes and issues, and remains up-to-date on company programs and initiatives.
Operates and manages operations at a site level or network level.
Implements initiatives to ensure operational performance objectives, metrics, and corporate policy requirements are met.
Leads the analysis of measurements of support activities, trend analysis, and process effectiveness.
Drives the implementation of proposed solutions by other associates to deliver results.
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.
Lists and features of products and services offered.
Utility of products for customers.
Substitutes for products and services offered by the company.
Summarizes the key features of major products or services within assigned function.
Researches the target customer and market and how company products and services are sold and delivered.
Obtains information about company product and service linkages with other products and services elsewhere in organization.
Explains current statuses, delivery alternatives, and announced updates to company products and services.
Explains key differentiating factors in company products to gain a competitive advantage.
Uses common performance and quality measures for company products.
Provides instructions on company product and service usage for customers.
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 ExpectationsLive our ValuesCulture Champion• Models the Walmart values to foster our culture; holds oneself and others 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• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Embrace ChangeCuriosity & Courage• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Deliver for the CustomerCustomer Focus• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team's strategy.
Focus on our AssociatesDiversity, Equity & Inclusion• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.
Collaboration & Influence• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.
Talent Management• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others' contributions and accomplishments.
Minimum Qualifications.
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Outlined below are the required minimum qualifications for this position.
If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 2 years' experience in retail management, business, technology, communications, or related area.
Option 2: 4 years' experience in business, technology, communications, or related area.
1 year's supervisory experience.
3 years' experience in customer service/contact center or related area.
Preferred Qualifications.
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Outlined below are the optional preferred qualifications for this position.
If none are listed, there are no preferred qualifications.
Leading a cross-functional team, Project Management Primary Location.
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608 SW 8TH ST, BENTONVILLE, AR 72712-6207, United States of America