Implements the business plan for assigned area of responsibility by communicating goals and managing staffing and scheduling, assigning duties and coordinating workloads in order to achieve facility goals. Maintains quality and safety standards in assigned area of responsibility by ensuring associates are trained on applicable logistics and company policies, standards and procedures, monitoring associate compliance with logistics and company policies, standards and procedures, distributing and maintaining procedures and supporting documentation. Oversees consistent customer service delivery by reviewing and performing quality audits, delivering feedback to agents and managers on success areas and improvement opportunities, analyzing key quality drivers, creating and evaluating quality reports, recommending changes to improve quality control processes and customer satisfaction, reporting feedback to management and identifying training opportunities. Manages the communication of findings to stakeholders and customers by providing documents and work papers, identifying process errors and determining needed fixes, providing recommendations to stakeholders regarding needed training support, updating training documentation and ensuring recommended solutions are implemented. Oversees quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs, evaluating quality review processes and identifying areas of opportunity, developing and implementing process changes, implementing utilization and effectiveness of quality assurance programs, evaluating service level data in order to determine behavioral gaps and training needs, and collaborating with key stakeholders in order to develop action plans to improve agent service levels. Manages maintenance and installation of systems hardware and software by overseeing the installation of new replacement or additional systems, ensuring that the necessary repairs are completed on existing systems and tracking inventory and ordering system components as needed. Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders, supporting plans and initiatives to meet customer and business needs, identifying and communicating goals and objectives, building accountability for and measuring progress in achieving results, identifying and addressing improvement opportunities, and demonstrating adaptability and promoting continuous learning. Provides supervision and development opportunities for associates by hiring and training, mentoring, assigning duties, providing recognition, and promoting a belonging mindset in the workplace. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans, utilizing and supporting the Open Door Policy, and providing direction and guidance on applying these in executing business processes and practices. Builds high-performing teams, embraces differences in people, cultures, ideas, and experiences, creates a workplace where associates feel seen, supported, and connected through a culture of belonging, and creates opportunities for all associates to thrive and perform. Works collaboratively, builds strong and trusting relationships, communicates with impact, energy, and positivity to motivate and influence. Attracts and retains the best talent, empowers and develops talent, and recognizes others' contributions and accomplishments. Maintains and promotes the highest standards of integrity, ethics, and compliance, models the Walmart values to support and foster our culture, holds oneself and others accountable, and supports Walmart's goal of becoming a regenerative company by making a positive impact for associates, customers, members, and the world around us.
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Job Type
Full-time
Career Level
Mid Level
Industry
Merchant Wholesalers, Durable Goods
Education Level
Bachelor's degree