Position Summary...What you'll do...
Job Summary:
This position is responsible for the operation of the Contact Center department. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.About Team: Our team is focused on developing a streamlined, dependable company that includes service operations and technology solutions for Finance, People, and Associate Digital Experience (ADE). We also provide a variety of services such as procurement, supplier portfolio management, merchandising master data, and analytics. From developing HR chatbots and virtual assistants to creating invoice solutions and facilitating legal changes, we help drive efficiency across Walmart globally.
What you'll do:
Manages the facilitation of learning activities by overseeing associate trainings on complex systems and processes and new hire onboarding; providing input to the content design team; adjusting content flow according to the requirements of the training or target audience; utilizing learning systems to monitor, track, and report learning activities; incorporating trainee feedback and performance metric results; sharing course facilitation improvements with senior management; evaluating program effectiveness against business objectives; and overseeing the maintenance and upkeep of training equipment and resources.Develops facilitators and team members by providing feedback to enhance facilitation skills; assessing the teams performance in the sessions facilitates; making recommendations for additional training; and coaching, mentoring, and developing other associates with or without managerial supervision based on requirements by management.Manages and delivers complex training courses by applying blended delivery methods; rehearsing course content prior to delivery; communicating complex content, policies, and processes; observing participant engagement in courses; remaining current on course materials and facilitation best practices; answering questions related to course content andconcept application; and guiding associate engagement during training courses.Essential Functions An individual must be able to successfully perform the essential functions of this position with or without reasonable accommodation. Below are the essential functions,
- Understanding of English Grammar Subject Verb Agreement Rules, Tenses and Transliterations
- Different Feedback Mechanism such as GROW, SOAR, OSKAR, CLEAR, AOR coaching models
- Training Needs Identification and Analysis, Root Cause Analysis, and Quartile Management
- Training sounds in English such as Vowels (Monophthongs and Diphthongs), Consonant sounds (Fricatives, Affricates, Plosives and Nasal)
- Manner of articulation and place of articulation of English sounds
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.
What you'll bring:
Basic Qualifications
- BachelorsDegree in a related field and 5 years industry/related experience as a pre-process trainer, having conducted New Hire Training on Grammar and Voice/Accent
- OR 6-8 years industry/related experience as a pre-process trainer, having conducted New Hire Training on Grammar and Voice/Accent
- Proficient in blended training delivery methodologies
- Expert in classroom training delivery
- Ability to design and deliver language and culture-based course material/training curriculum
- Capability to design and deliver competency-based training
- Expertise in leadership training
- Operational knowledge of LMS
- Knowledge of Microsoft Office Suit (PowerPoint, Excel, Outlook)
- Ability to manage multiple batches at the same time
- Experience working with multiple team members and stakeholders
- Must be able and willing to think and act strategically and tactically
- Result oriented and Quality conscious
Preferred Qualifications
- ADD: Knowledge of Adult Learning Theories
- Prior experience and knowledge of contact center
- TEFL, TESOL, TESL, CELTA or DELTA certification
- Familiarity with Virtual delivery enablement tools such as Zoom / Teams
About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professionals within the worlds 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.
Benefits:
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.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications:Bachelor's degree in Business, Human Resources, Communications, Education, or related field OR 2 years' experience in training, quality , knowledge management, contact center, or related area .
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Design, Project Management, Supervising Associates, Training and Development
Primary Location...
, , India R-2317971
