Manager – Contact Center

Manager – Contact Center

Requirements

• 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

Responsibilities

• Responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs
• Coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service
• Ensure compliance with company policies and procedures
• Support company mission, values, and standards of ethics and integrity
• Identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion
• Monitor compliance of external partners with established Walmart eCommerce Operations processes
• Manage customer experience improvements
• Identify and communicate performance drivers to ensure visibility
• Provide weekly and monthly performance updates to senior leadership

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