Manager – Contact Center – Contact Center Operations

Job Description

MANAGER, CONTACT CENTER | Walmart

The Tone:
This is a full-time role at Walmart Global Tech, located in the Bangalore or Chennai office. Walmart Global Tech is an organization of software engineers, data scientists, cybersecurity experts, and service professionals that makes life easier for hundreds of millions of people through technology. This role is crucial for leading high-performing teams to deliver best-in-class service to Walmart’s customers, stores, and associates across various channels. The Contact Center is a metrics-driven environment focused on associate growth, customer satisfaction, and career progression.

The TL;DR
• Role: Full Time
• Location: Bangalore/Chennai office
• Team: The Walmart Contact Center provides service to customers, stores, and associates via phone, chat, and email, handling over 10 million contacts per year.
• Mission: Lead a high-performing team to deliver exceptional service to Walmart customers, stores, and associates across multiple channels.

What You’ll Actually Do
• Operational Leadership: Oversee day-to-day contact center operations, ensuring adherence to service level agreements, quality standards, and customer satisfaction goals.
• Team Development: Coach, mentor, and develop team leads and associates to build a culture of performance, accountability, and continuous improvement.
• Performance Management: Monitor key metrics such as AHT, CSAT, and FCR, analyze trends, and implement action plans to address performance gaps.
• Customer Experience: Champion a customer-first mindset by identifying pain points and driving process improvements to enhance service delivery.
• Stakeholder Collaboration: Partner with cross-functional teams including Quality, Training, Workforce Management, and Technology to align on goals and resolve escalations.

The Must-Haves
• Background: Bachelor’s degree in any discipline. Managerial experience within a BPO or contact center environment.
• Experience: 14 to 20 years in customer service, with at least 3 years in a managerial role.
• Skills: Strong command of contact center metrics and reporting tools, excellent verbal and written communication, proven ability to lead diverse teams and manage performance, comfortable working in a 24/7 environment with rotating shifts.
• Bonus: Certifications in contact center management or operations, experience in preparing and executing budgets, Vendor Management, and Walmart Project Management – Project Management Professional certification.