(IND) TEAM MANAGER, CONTACT CENTER

Position Summary...

What you'll do...

You make sound judgments and promote a customer/member-focused environment. Youoptimizeexecution and results. You inspire commitment through communication and influence. Youdemonstrateadaptability while thinking and acting strategically.You proactively lead volunteer activities, programs, and initiativesin order toimprove the community.You build and sustain internal and external relationships.Flexibleto work inshifts.

About Team:

The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.

We Invest in You!

At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, careerprogressionand providing individual and team recognition.

We are looking forcareer minded,customer centricindividuals who are experienced in providing best-in-class customer service.

Whatyou’lldo

As a TeamManager, you willbe responsible forencouraging and promoting excellent customer service. You must be able toassistand support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers’ needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

Whatyou’llbring

• 14yearsto 20yearsof relevant customer service experience

• At least 3 years of working experience as a teamManagerin a BPO or Call Center or Global Contact Center.

• Leading a team with responsibility for all daily activitiesimpactingthe customer experience

• Utilizinglive, legacy reports,toolingand systems to understand what is happening at any point in time.

• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.

• Providing guidance byshowme rather thantellme to reduce future escalations and get team members self-sufficient.

• Improving customer experience by working cross functionally tooptimizeplanning, staffing, performance management, quality, training.

• Identifyingcustomer improvement opportunities and turning these into impactful actions

• Leading the team for success in all metrics bymonitoringthe customer experience using relevant dashboard, reporting and contact center tools

• Manageteam’sdaily work volumes and transactions accurately, within established deadlines, andin accordance withexisting policies and procedures.

The Requirements:

• Conduct team meetings and 1:1’s with associates

• Monitor team metrics andassistTeam Leadership with coaching as necessary tooptimizeteam metrics

• Understanding of metrics and ability to speak to spikes in volume and other outlier issues

• Encourage support and engagement throughout the team

• Partnership with peers to build/maintainbusiness goals

• Proficiencyin Microsoft Office Suite

• Preferred - minimum 2- yearsupervisory experience.

• Shouldbeflexible workin a 24/7 work environment with rotating weekly time off.

• Should be able towork inpermanent night shifts or any assigned shifts on a rotational basis.

• Any graduation

Additional Comments

What else would you like the recruiter to know?

• Has the ability to promote at least 1 level

At Walmart we are always “Happy to Help”

The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.

Walmart’s culture sets us apart, and we know being together helps us innovate,learnand grow great careers. This role is based in our [Bangalore/Chennai] office for daily work, with the flexibility for associates to manage their personal lives.

Benefits:

Benefits Beyond our great compensation package, you can receive incentive awards for your performance.Other great perks include a host of best-in-classbenefitsmaternity and parental leave, PTO, health benefits, and much more.

Belonging

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates,customersand suppliers, and to be a Walmart for everyone.

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is-and feels-included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where weoperate. By making Walmart a welcoming place where all people feel like they belong,we’reable to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where weoperate.

Equal Opportunity Employer

Walmart, Inc., is an Equal Opportunities Employer - By Choice. We believe we are best equipped to help our associates,customersand the communities we serve live better when we really know them. That means understanding,respectingand valuing unique styles, experiences, identities,ideasand opinions - while being inclusive of all people.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Primary Location...