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TEAM LEADER, CONTACT CENTER

TEAM LEADER, CONTACT CENTER

Walmart

7 - 10 years

3 - 12 Lacs

Chennai

Posted:3 hours ago| Platform:

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Skills Required

BPO Process automation Career development Service level Networking Performance management Staffing Customer service Customer experience Business intelligence

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Summary...

What youll do...

Job Description

As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

About Team:

We are a one-stop shop for all mission-critical services that are both high-quality and low-cost. Our team is responsible for a variety of priorities, including solving complex problems for all of our stakeholders across the board by providing world-class services such as Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence ; Robotic Process Automation, Networking, and Pre ; Post Payment Audits. The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year. We Invest in You! At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition. We are looking for career minded, customer centric individuals who are experienced in providing best-in-class customer service.
What youll do:

Conduct team meetings and 1:1s with associates.
Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics.
Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
Encourage support and engagement throughout the team.
Partnership with peers to build/maintain business goals.
Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
Proficiency in Microsoft Office Suite
Preferred - minimum 2- year supervisory experience.
Should be flexible work in a 24/7 work environment with rotating weekly time off.
Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.

What youll bring:

7-10 years of relevant customer service experience
At least 3 years of working experience as a team leader in a BPO or Call Center company.
Leading a team with responsibility for all daily activities impacting the customer experience
Utilizing live, legacy reports, tooling, and systems to understand what is happening at any point in time.
Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient.
Identifying customer improvement opportunities and turning these into impactful actions
Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools.
Manage teams daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

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. .

Benefits:
Benefits . Belonging

Minimum Qualifications...

1 year s experience in retail, contact center operations, or a related area.

Preferred Qualifications...

1 years supervisory experience.

Primary Location... 3Rd Floor, B, Block, Tecci Park, 173, Old Mahabalipuram Road, Sholinganallur , India

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TEAM LEADER, CONTACT CENTER