Manager, Contact Center Operations
JerrySalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
RetailIndustries
Requirements
- Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans using the Open Door Policy and applying these in executing business processes and practices
- Completes work assignments and priorities by using policies, data, and resources, collaborating with managers, coworkers, customers, and other business partners, identifying priorities, deadlines, and expectations, carrying out tasks, communicating progress and information, determining and recommending ways to address improvement opportunities, and adapting to and learning from change, difficulties, and feedback
- Knowledge of customer service practices, Standard Operating Procedures, defined processes, standard reporting tools and techniques, performance metrics, industry trends, and process improvement techniques
- Knowledge of lists and features of products and services offered, utility of products for customers, substitutes for products and services offered by the company, how products and services fit within the organization as a whole, company's flagship products and services, examples of customer use, and major functions, features, and capabilities of company products and services; informs customers of promotions, offers, and discounts
- Knowledge of principles and techniques of customer communication, application and allocation of business communication styles/techniques, and communication etiquettes through different interaction channels
- Knowledge of day-to-day activities performed in customer care service operations, ticketing system and other tools used to handle customer requests, escalation matrices, and customer request process lifecycle
- Knowledge of problem-solving methodologies and tools, their application, business requirements insights and solutions, precedence and use cases, barriers to effective problem-solving (e.g., confirmation biases, mental sets, functional fixedness, groupthink, paradigm blindness), fact-finding techniques, and diagnostic tools
Responsibilities
- Implements process improvement plans under guidance by driving the improvement of existing processes and escalating existing issues; supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis; reviews key metrics under guidance to support root cause identification and solutions
- Listens closely to customers, understands, paraphrases, and prioritizes customer needs, and provides appropriate solutions; adapts listening and facilitation styles to customer communication styles; manages customer and associate needs and advocates for their experiences; uses various communication mediums appropriately and effectively; analyzes customer issues to understand customer perspectives and communicates accordingly; confirms customer understanding by restating customer concerns or problem statements
- Manages contact center operations and supports new initiatives; interprets standard reports (e.g., call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments
- Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows; oversees site management in lean staffing periods (e.g., weekend coverage and resources for overtime requirements)
- Escalates systemic issues through available channels (e.g., Gemba Leadership, JIRA)
- Uses fact-finding techniques and diagnostic tools to identify and break down business problems; works on multiple problems which are specific in nature; suggests multiple alternatives/approaches/solutions based on internal and external benchmarking; understands the perspective of each involved party
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or on-site?
This is an on-site position.
What is the salary range for this role?
This information is not specified in the job description.
What skills are required for this Team Lead position?
Key skills include customer service practices, process improvement techniques, customer communication principles, knowledge of company products and services, and managing contact center operations with tools like ticketing systems and performance metrics.
What does the company culture emphasize for this role?
The role emphasizes complying with company policies, procedures, standards of ethics and integrity, using the Open Door Policy, collaborating with managers, coworkers, customers, and business partners, and adapting to change and feedback.
What makes a strong candidate for this Team Lead role?
Strong candidates demonstrate experience in managing contact center operations, interpreting performance reports, implementing process improvements, handling customer communications effectively, and overseeing daily staffing plans.
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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