Manager, Contact Center

Walmart•Bentonville, AR

1d•Onsite

About The Position

The (USA) Manager, Contact Center, oversees daily operations to ensure exceptional customer service and operational efficiency. This role involves analyzing performance metrics, implementing process improvements, and managing team development to meet service-level agreements and business objectives. The manager collaborates with stakeholders to resolve issues, drives continuous improvement initiatives, and ensures adherence to company policies and standards. A strong focus on data-driven decision-making and effective communication supports the delivery of high-quality customer experiences while maintaining operational excellence within the contact center environment. About the team: The team oversees Walmart’s BPO contact center partnerships, ensuring operational stability, scalability, and performance. It manages vendor relationships throughout the full lifecycle, including selection, onboarding, governance, and continuous improvement. Collaborating with internal and external partners, the team aligns priorities and monitors outcomes through data analysis. Utilizing structured processes and financial insights, it identifies trends, mitigates risks, and enhances service delivery. The team is dedicated to maintaining consistent customer experiences while optimizing efficiency and cost control across various programs and locations.

Requirements

Proven experience managing contact center operations with a focus on achieving performance metrics and service-level agreements.
Strong problem-solving skills using data analysis and diagnostic tools to identify root causes and implement effective solutions.
Expertise in customer communications management, including developing and coaching teams on communication strategies and quality standards.
Ability to lead process improvement initiatives and apply standard operating procedures to enhance operational efficiency.
Proficiency in workflow management and monitoring key performance indicators to drive continuous improvement.
Effective collaboration and stakeholder engagement skills to support business objectives and operational goals.
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.
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

Oversee daily contact center operations to ensure alignment with performance metrics and service-level agreements.
Analyze key performance indicators and trend data to identify root causes and implement effective solutions.
Lead process improvement initiatives to enhance operational efficiency and customer communication quality.
Collaborate with stakeholders to develop and execute strategies addressing capacity planning and demand forecasting.
Coach and develop team members to strengthen customer communication skills and adherence to standard operating procedures.
Manage escalation processes and ensure timely resolution of customer and associate concerns.
Maintain compliance with company policies while promoting a culture of integrity and accountability.

Benefits

Competitive pay
Performance-based bonus awards
Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement leave
Jury duty leave
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption expense reimbursement
Surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
Walmart-paid education benefit program (Live Better U) for full-time and part-time associates