SENIOR MANAGER, CONTACT CENTER

As the Senior Manager, Contact Center at Walmart Global Tech, you will lead a high-performing team dedicated to providing exceptional service to Customers, Associates, and Candidates through direct conversation, phone, and chat support. Your role involves strategic leadership, operational excellence, and fostering a customer-centric culture in a fast-paced, metrics-driven environment. You will play a crucial role in people management, performance optimization, and continuous improvement to exceed service expectations. Your responsibilities will include defining and executing the strategic vision for the contact center, aligning goals with broader organizational objectives, and maintaining customer service standards. You will lead and mentor people managers and their teams, set performance expectations, conduct evaluations, and identify growth opportunities through coaching and training. Additionally, you will oversee daily operations to ensure service level agreements, quality metrics, and customer satisfaction targets are consistently met. Resource planning is a key aspect of your role, where you will effectively allocate resources to manage call/chat volumes, optimize staffing, and ensure smooth operations during peak periods. Talent management is another critical area where you will drive recruitment, onboarding, and retention strategies to build a skilled and motivated workforce, fostering a culture of learning and career progression. You will be responsible for developing and enforcing contact center policies, procedures, and best practices to ensure consistency, compliance, and efficiency. Championing a customer-centric approach, you will analyze feedback, identify pain points, and implement service enhancements. Moreover, you will ensure adherence to legal, regulatory, and company standards, proactively identifying and mitigating operational risks. Collaboration with cross-functional teams and senior leadership is essential for aligning on goals, sharing insights, and resolving escalations. As a change and transformation leader, you will drive change initiatives, technology upgrades, process improvements, and organizational shifts, ensuring smooth transitions. Conflict resolution, reporting, and insights generation are also part of your responsibilities, where you will monitor KPIs and provide actionable recommendations to leadership. Key competencies required for this role include leadership and people management skills, a customer-centric mindset, strategic thinking, analytical abilities, communication excellence, change management expertise, conflict and crisis management skills, operational acumen, technology proficiency, and adaptability to thrive in a dynamic environment. Join Walmart Global Tech and be part of a team that makes a significant impact on millions of people worldwide through innovative technology solutions. With a culture focused on belonging and inclusivity, Walmart Global Tech offers a supportive environment where every associate is valued for their unique contributions. Enjoy competitive compensation, incentive awards, best-in-class benefits, and opportunities for personal and professional growth. Kickstart your career in tech, gain new skills, and be part of reimagining the future of retail at Walmart Global Tech.,