Manager, Contact Center

Walmart•Bentonville, AR

1d•Onsite

About The Position

This role is required to be in office 5 days per week in the New Walmart Home Office Campus in Bentonville, Arkansas. Walmart is seeking an Operations Manager to oversee daily operations and drive continuous improvement within CES. This role involves managing the performance of large teams, implementing process enhancements, and leveraging data analysis to resolve complex issues. This role will collaborate with stakeholders to ensure operational goals and corporate policies are met while fostering effective communication strategies. The position requires strong problem-solving skills and the ability to lead initiatives that enhance customer experience and operational efficiency in a dynamic environment. About the team: The Customer Engagement Services (CES) team is dedicated to enhancing how millions connect with Walmart daily across multiple channels. Managing approximately 100 million contacts annually, CES supports eCommerce customers, store associates, and specialty businesses through a vast network of associates across 26 states and sites in India, along with global partners. The team emphasizes operational excellence, process improvement, and data-driven solutions to deliver high-quality customer experiences. Collaborating closely with business owners, CES fosters a dynamic environment focused on innovation, problem solving, and efficient service delivery to meet evolving customer needs.

Requirements

Proven experience leading large teams and managing contact center operations with a focus on achieving performance metrics and operational objectives.
Strong problem-solving skills utilizing diagnostic tools and methodologies to identify root causes and implement effective solutions.
Expertise in customer communication principles, including developing and coaching teams on communication strategies across multiple channels.
Ability to analyze data and trends to drive process improvements and operational efficiencies.
Experience leading change initiatives and collaborating with cross-functional stakeholders to implement business solutions.
Knowledge of ticketing systems, escalation processes, and customer request lifecycle management.
Demonstrated leadership in developing talent through coaching, feedback, and mentoring to build high-performing teams.
Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 2 years’ experience in retail management, business, technology, communications, or related area.
OR 4 years’ experience in business, technology, communications, or related area.
1 year's supervisory experience.
3 years’ experience in customer service/contact center or related area.

Nice To Haves

Leading a cross-functional team
Project Management

Responsibilities

Lead large teams of associates, overseeing contact center operations, ensuring alignment with corporate policies and performance objectives.
Utilize problem-solving methodologies to identify, analyze, and resolve operational challenges effectively.
Lead process improvement initiatives by analyzing key metrics and collaborating with stakeholders to implement solutions.
Develop and coach team members to enhance customer communication skills and service quality.
Manage customer and associate needs, advocating for positive experiences and timely issue resolution.
Monitor demand forecasting and capacity planning to optimize resource allocation and operational efficiency.
Leverage data analytics to drive informed decisions and continuous operational enhancements.