Team Manager, Contact center

You make sound judgments and promote a customer/member-focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You proactively lead volunteer activities, programs, and initiatives in order to improve the community. You build and sustain internal and external relationships. Flexible to work in shifts.

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, career progression and providing individual and team recognition.

We are looking for career minded, customer centric individuals who are experienced in providing best-in-class customer service.

What you'll do

As a Team Manager, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and 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.

What you'll bring

• 10 years to 14 years of relevant customer service experience
• At least 3 years of working experience as a team Manager in a BPO or Call Center company.
• Leading a team with responsibility for all daily activities impacting the customer experience
• Utilizing live, legacy reports, tooling and 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 by show me rather than tell me to reduce future escalations and get team members self-sufficient.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Identifying customer improvement opportunities and turning these into impactful actions
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools
• Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

The Requirements:

• Conduct team meetings and 1:1's with associates
• Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team 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/maintain business goals
• Proficiency in Microsoft Office Suite
• Preferred - minimum 2- year supervisory experience.
• Should be flexible work in a 24/7 work environment with rotating weekly time off.
• Should be able to work in permanent 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, learn and 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-class benefits maternity 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, customers and 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 we operate. By making Walmart a welcoming place where all people feel like they belong, we're able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Equal Opportunity Employer

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