(USA) Senior Manager, Contact Center-Business Performance & Analytics

Walmart•Bentonville, AR

5d•$80,000 - $155,000•Onsite

About The Position

Walmart is seeking a Senior Manager, Contact Center to lead and optimize contact center operations, ensuring exceptional member service and operational efficiency. This role requires strategic oversight of performance management, data analysis, and risk mitigation while fostering cross-functional collaboration. The successful candidate will apply thought leadership and critical thinking to drive continuous improvement and development management within the team. Strong interpersonal communication and problem-solving skills are essential to effectively manage resources and deliver measurable results aligned with organizational goals. Overall responsible for the management and design of all performance measures on a quarterly basis. The team is dedicated to driving operational excellence by leading business performance, analytics, and strategic initiatives that enhance the Member experience. Collaborating across Operations, Business Insights, Data Science, Product, and vendor teams, they define KPIs, analyze trends, and implement data-driven solutions to optimize contact center performance. This group emphasizes continuous improvement, critical thinking, and accountability through performance metrics and operational reviews. By combining strategic insight with effective execution, the team advances organizational goals, improves efficiency, and fosters collaboration and innovation within the Member Support organization.

Requirements

Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area. OR 6 years’ experience in business, technology, communications, or related area.
2 years’ supervisory experience.
5 years’ experience in customer service, contact center, service desk, or related area.

Nice To Haves

Leading a cross-functional team
Project Management
Supervisory experience
Masters: Business Administration
Masters: Computer Engineering
Masters: Operations Management
Project Management - Project Management Professional - Certification

Responsibilities

Lead and oversee data of BPO partners and internal Associates through trend analysis and cross functional root cause analysis
Develop and implement strategies to optimize performance management and enhance associate development.
Utilize data analysis and performance reporting to identify trends, mitigate risks, and drive continuous improvement.
Foster cross-functional collaboration to align contact center initiatives with broader organizational goals.
Provide thought leadership and guidance to teams, promoting effective problem solving and critical thinking.
Manage resources and staffing to meet service level targets and operational demands.
Lead the WFM forecasting (WFaaS) team in Walmart to ensure proper staffing and volume forecasting.