Solutions Architect (Amazon Connect)
WillowTreeSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Retail, Customer ServiceIndustries
Requirements
- 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 (preferred - minimum 2-year supervisory experience)
- Proficiency in Microsoft Office Suite
- Flexible to work in a 24/7 work environment with rotating weekly time off, permanent night shifts, or any assigned shifts on a rotational basis
- Punctual, reliable, able to problem solve, embrace change, act with integrity, and dedicated to making a difference
- Career minded and customer centric
- Ability to utilize live, legacy reports, tooling, and systems to understand real-time situations
- Experience leading a team with responsibility for all daily activities impacting the customer experience
- Skills in coaching team members at all levels, developing poor performers, and inspiring top performers
- Ability to provide guidance through demonstration ("show me rather than tell me") to reduce escalations and build self-sufficiency
- Ability to identify customer improvement opportunities and turn them into impactful actions
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues
Responsibilities
- Encourage and promote excellent customer service
- Assist and support agents with technology, professional communication, and career development
- Build rapport within the team and uphold service level metrics
- Conduct team meetings and 1:1s with associates
- Monitor team metrics and assist Team Leadership with coaching to optimize team metrics
- Encourage support and engagement throughout the team
- Partner with peers to build/maintain business goals
- Improve customer experience by working cross-functionally to optimize planning, staffing, performance management, quality, and training
- Lead the team for success in all metrics by monitoring the customer experience using relevant dashboards, reporting, and contact center tools
- Manage teams' daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures
Skills
Customer Service
Team Leadership
Metrics Monitoring
Coaching
Professional Communication
Problem Solving
Contact Center Operations
Phone Support
Chat Support
Email Support
Team Meetings
1:1 Coaching
Walmart
Global retail chain offering affordable products
About Walmart
Walmart operates a chain of hypermarkets, discount department stores, and grocery stores, providing a wide variety of products at low prices to everyday consumers, families, and communities. The company combines physical retail locations with an e-commerce platform, allowing customers to shop for groceries, apparel, electronics, and household items both in-store and online. Walmart's efficient supply chain management and large-scale purchasing enable it to maintain affordability, setting it apart from competitors. The company also offers financial services and health and wellness services, including pharmacies and vision centers. Walmart's goal is to save people money and support communities, as demonstrated by its efforts during the COVID-19 pandemic and its commitment to social responsibility, including programs for veterans and military families.
Bentonville, ArkansasHeadquarters
1962Year Founded
$5,515MTotal Funding
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
PTO: Paid vacation, sick time, personal time and holiday time
10% discount on regularly priced general merchandise and fresh fruits and vegetables
6% 401(k) match to all employees, including hourly workers, after one year
Roth IRA available
Associate Stock Purchase Plan
maximum and eligible preventive care covered at 100%
Health reimbursement plans
Risks
Rising U.S. labor costs could pressure profit margins.
Amazon's grocery delivery expansion threatens Walmart's market share.
Fintech investments expose Walmart to financial regulatory risks.
Differentiation
Walmart's omnichannel strategy integrates physical and online retail seamlessly.
The company offers a wide range of products at consistently low prices.
Walmart's commitment to community support enhances its brand reputation.
Upsides
Walmart's investment in fintech expands its financial services offerings.
Robotics integration in distribution centers boosts operational efficiency.
Culturally themed product lines attract diverse customer segments.
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