MANAGER, CONTACT CENTER

Position Summary...

What you'll do...

As a Manager - Contact Center, you will lead a high-performing team to deliver exceptional service to Walmart customers, stores, and associates across multiple channels-phone, chat, and email. You willbe responsible fordriving operational excellence, coaching team members, and ensuring performance metrics are consistently met. This role requires a strategic mindset,strongpeopleleadership, and a passion for customer experience.

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.

What you’lldo

Operational Leadership: Oversee day-to-day contact center operations, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction goals.

Team Development: Coach, mentor, and develop teamleadsand associates to build a culture of performance, accountability, and continuous improvement.

Performance Management:Monitorkey metrics (AHT, CSAT, FCR, etc.), analyze trends, and implement action plans to address performance gaps.

Customer Experience: Champion a customer-first mindset byidentifyingpain points and driving process improvements to enhance service delivery.

Stakeholder Collaboration: Partner with cross-functional teams including Quality, Training, Workforce Management, and Technology toalign ongoals and resolve escalations.

Compliance & Risk Management: Ensure adherence to company policies, regulatory requirements, and data privacy standards.

Change Management: Lead and support change initiatives, including new process rollouts, technology adoption, and organizational shifts.

WhatYou’llBring

Experience: 14 - 20years in customer service, with at least 3 years in a managerial role within a BPO or contact center environment.

Leadership: Proven ability to lead diverse teams, manage performance, and foster engagement in a high-volume, fast-paced setting.

Analytical Skills: Strong command of contact center metrics and reporting tools to drive data-informed decisions.

Communication: Excellent verbal and written communication skills with the ability to influence and inspire across levels.

Adaptability: Comfortable working in a 24/7 environment with rotating shifts and dynamic business needs.

Education: Bachelor’s degree in any discipline; certifications in contact center management or operations preferred.

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’swhat we do at Walmart Global Tech.We’rea team of software engineers, data scientists, cybersecurityexpert'sand service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered.

We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstarta great careerin tech, gain new skills and experience forvirtually everyindustry, orleverageyourexpertiseto innovate at scale,impactmillionsand reimagine the future of retail.

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.

1 year's supervisory experience.

3 years’ experience in customer service/contact center or related area.

Preferred Qualifications...

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

Primary Location...