Position Summary...What you'll do...The People Services team is a dynamic and multi-functional team spanning across several pillars like Contact Center, Data Administration, Recruiting Services, Unemployment Claims alongside critical support teams like Transaction Support, Integrations, Quality Assurance, People Analytics and Reporting. This Bengaluru based team collaborates and works together with our colleagues based out of Bentonville (Arkansas) creating benchmarks around customer service delivery and a superior associate experience.Our speed, accuracy, on-time delivery of associate centric solutioning enables us to create the right mix of performance and agility in our daily operations. Our focus continues to bring in bright and fresh talents thereby ensuring a high-octane culture. Ready to jump in and be a part of this team?Walmart’s Enterprise Business Services (EBS) is a powerhouse of several exceptional teams delivering world-class technology solutions and services making a profound impact at every level of Walmart.As a key part of Walmart Global Tech, our teams set the bar for operational excellence and leverage emerging technology to support millions of customers, associates, and stakeholders worldwide. Each time an associate turns on their laptop, a customer makes a purchase, a new supplier is onboarded, the company closes the books, physical and legal risk is avoided, and when we pay our associates consistently and accurately, that is EBS. Joining EBS means embarking on a journey of limitless growth, relentless innovation, and the chance to set new industry standards that shape the future of Walmart.
What You’ll Bring
- A proven history as a Contact Centre Manager or similar leadership role between 10 - 15 years.
- Strong understanding of performance metrics, proficiency in call center management software, and advanced critical thinking skills.
- Excellent leadership and team management abilities, with a focus on coaching and performance management.
- Exceptional verbal and written communication skills, and the ability to interact effectively with both team members and customers.
- Any Graduate. Additional certification in Contact Center Management would be a plus.
- Strong analytical abilities to identify trends and establish call center policies that will improve customer service.
- A strong commitment to customer satisfaction and the ability to maintain a customer-focused approach under pressure.
- The ability to adapt to changes in the challenging environment of a contact center.
- An initiative-taking approach in identifying and implementing improvements in the contact center’s operations.
- Technical Familiarity with the latest industry technologies and a willingness to embrace new tools that can enhance team efficiency and customer satisfaction.
- What you will do:
- Strategic Oversight: The Sr. Mgr would be responsible for providing strategic direction to the HR Operations team and ensuring alignment with the organization's overall objectives.
- Performance Management: They would be responsible for evaluating the performance of the people manager and their team, providing constructive feedback, and identifying training and development opportunities.
- Resource Allocation: The manager would be responsible for assigning tasks and responsibilities to the people manager, ensuring they have the necessary resources to execute their duties effectively.
- Talent Management: The manager would oversee the recruitment, training, development, and retention strategies for the team, ensuring the right talent is in place to meet organizational objectives.
- Policy Development: They would be tasked with developing and implementing HR policies and procedures to guide the operations of the team.
- Decision Making: The manager would make key decisions that affect the HR operations, such as budget allocations, technology investments, or process changes.
- Risk Management: They would identify and manage potential risks and issues related to HR operations, ensuring compliance with all relevant laws and regulations.
- Stakeholder Management: The manager would maintain strong relationships with stakeholders, including senior management, employees, and external partners, and act as the primary point of contact for HR-related concerns.
- Continuous Improvement: They would drive continuous improvement within the team, identifying opportunities for process enhancements and implementing changes to increase efficiency and effectiveness.
- Conflict Resolution: The manager would mediate and resolve any conflicts that arise within the team or between the team and other departments.
- Change Management: They would oversee and manage change within the team, ensuring smooth transitions during periods of organizational change.
- Reporting: The manager would be responsible for tracking and reporting on the team's performance, providing insights and recommendations to the senior leadership.
- Should be flexible to work from Office in a 24/7 work environment with rotational weekly time off.
- Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered.We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.
Flexible, hybrid work
We use a hybrid way of working with primary in office presence coupled with an optimal mix of virtual presence. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities. This approach helps us make quicker decisions, remove location barriers across our global team, be more flexible in our personal lives.
Benefits
Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.
Belonging
We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.
Equal Opportunity Employer
Walmart, Inc., is an Equal Opportunities 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 unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
Minimum Qualifications...
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 4 years’ experience in retail management, business, technology, communications, or related area. Option 2: 6 years’ experience in business, technology, communications, or related area.2 years’ supervisory experience.5 years’ experience in customer service, contact center, service desk, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Leading cross-functional teams, Master's degree in Business Administration, Engineering, Operations , or related field, Project Management, Project Management Certification, Supervisory experience
Primary Location...
Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India R-2289305
