Manager, Contact Center

As a Manager at Walmart's Contact Center, your role is crucial in leading a high-performing team to provide exceptional service to customers, stores, and associates through various channels such as phone, chat, and email. You will be responsible for driving operational excellence, coaching team members, and ensuring performance metrics are consistently met. Your strategic mindset, strong people leadership, and passion for customer experience will be key in this role. **Key Responsibilities:** - Oversee day-to-day contact center operations, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction goals. - Coach, mentor, and develop team leads and associates to build a culture of performance, accountability, and continuous improvement. - Monitor key metrics (AHT, CSAT, FCR, etc.), analyze trends, and implement action plans to address performance gaps. - Identify pain points and drive process improvements to enhance service delivery. - Partner with cross-functional teams to align on goals and resolve escalations. - Ensure adherence to company policies, regulatory requirements, and data privacy standards. - Lead and support change initiatives, including new process rollouts, technology adoption, and organizational shifts. **Qualifications Required:** - 14-18 years of experience in customer service, with at least 3 years in a managerial role within a BPO or contact center environment. - Proven ability to lead diverse teams, manage performance, and foster engagement in a high-volume, fast-paced setting. - Strong command of contact center metrics and reporting tools to drive data-informed decisions. - Excellent verbal and written communication skills with the ability to influence and inspire across levels. - Comfortable working in a 24/7 environment with rotating shifts and dynamic business needs. - Bachelor's degree in any discipline; certifications in contact center management or operations preferred. The Walmart Contact Center is dedicated to providing best-in-class service to customers, stores, and associates, handling over 10 million contacts per year. As part of the Walmart team, you will have the opportunity for growth and development, exceeding customer expectations, and building meaningful relationships. Additionally, you can benefit from incentive awards, maternity and parental leave, PTO, health benefits, and more. Walmart aims to create a culture of belonging where every associate feels valued and respected. By fostering an inclusive workplace, Walmart engages associates, strengthens its business, improves customer service, and supports the communities it operates in.,