Manager, Contact Center Operations
JerrySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
RetailIndustries
Requirements
- Knowledge of problem-solving methodologies and tools, including identifying, mapping, breaking down, hypothesizing, understanding implications, business requirements, insights, solutions, precedence, and use cases; leveraging reproductive thinking and idea generation
- Ability to identify barriers to effective problem-solving (e.g., confirmation biases, mental sets, functional fixedness, groupthink, paradigm blindness)
- Proficiency in fact-finding techniques and diagnostic tools to identify and break down business problems
- Experience working on multiple specific problems, suggesting alternatives/approaches/solutions based on internal and external benchmarking
- Understanding of stakeholder perspectives and ability to collaborate with stakeholders to drive resolutions
- Knowledge of principles and techniques of customer communication, including application/allocation of business communication styles/techniques and communication etiquettes across interaction channels
- Skills in developing clear understanding of needs/problems through listening, probing, reflecting, and summarizing
- Familiarity with day-to-day activities in customer care/service operations, ticketing systems, tools for handling requests, escalation matrices, and customer request process lifecycle
- Understanding of customer service practices, Standard Operating Procedures (SOPs), defined processes, standard reporting tools/techniques, performance metrics, industry trends, and process improvement techniques
- Knowledge of lists/features of products/services offered, their utility for customers, substitutes, target customer/market, sales/delivery methods, product/service linkages, current statuses, delivery alternatives, updates, differentiating factors, and common performance/quality measures
Responsibilities
- Develop team members' customer communication skills and review team members' communications for content quality and customer focus by monitoring calls
- Develop team members' ability to create customer communication plans/strategies; manage customer and associate needs and advocate for experiences; understand customer concerns/problem statements
- Oversee contact center operations and implement new initiatives by tracking department goals and communicating concerns
- Evaluate tools/techniques for anticipating demand and assuring capacity; create plans to address significant changes/issues; stay up-to-date on company programs/initiatives
- Operate and manage operations at site or network level; implement initiatives to ensure operational performance objectives, metrics, and corporate policy requirements are met
- Lead analysis of measurements of support activities, trend analysis, and process effectiveness; drive implementation of proposed solutions by associates to deliver results
- Participate in, support, and drive process improvement/change initiatives within assigned function
- Support identification of process issues from trend analysis, recommend solutions, validate with cross-functional stakeholders
- Regularly review/analyze key metrics to identify root causes and formulate solutions; report findings to managers and support implementation of approved changes
- Implement methods for improving/establishing controls for critical processes under guidance
- Summarize key features of major products/services; research target customer/market and sales/delivery; obtain info on product/service linkages; explain statuses, delivery alternatives, updates, differentiating factors; provide instructions (incomplete in description)
Skills
Problem Solving
Customer Communication
Contact Center Operations
Ticketing Systems
Escalation Matrices
Stakeholder Collaboration
Business Requirements
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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