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Team Manager – Contact Center
| Company | Walmart |
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| Location | Draper, UT, USA |
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| Salary | $50000 – $95000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- Ability to mentor Team Leaders and drive results on their team
- Conduct team meetings and 1:1’s with Team Leaders
- Manage a remote workforce
- Monitor team metrics and assist Team Leaders with coaching as necessary to optimize team metrics
- Assist Team Leaders with escalated issues as needed
- Partner with Operational Managers to assist with Business Changes
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues
- Manages team performance actions and elevate to Operations Manager
- Encourage support and engagement throughout the team
- Partnership with peers to build/maintain business goals
- Minimum 1 year in retail, contact center operations, or related field
- Proficiency in Microsoft Office Suite
Responsibilities
- Encouraging and promoting excellent customer service
- Assisting and supporting Team Leaders and agents with technology, professional communication, and career development
- Building rapport within the team and upholding service level metrics
- Being punctual, reliable, problem-solving, embracing change, acting with integrity, and being dedicated to making a difference
Preferred Qualifications
- Preferred – minimum 1 year supervisory experience
