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Manager, Contact Centerid-24013

Contact Center, Manager

 

Onsite role

You will WOW us if you...

 

  • Position Summary...

     

    What you'll do...

    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.

     

    Minimum 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 internationally up to 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

     

     

    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 Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications , or related field and 2 years' experience in retail management, business, psychology, counseling, business administration, or related area OR 4 years' experience in retail management, business, psychology, counseling, business administration, or related area.

     

    Preferred Qualifications...

    Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

    Contact Center, Customer Service, Project Management, Supervising Associates.

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