Walmart Canada · 8 hours ago
Senior Manager, Contact Center
(USA) Main Home Office Building AR BENTONVILLE Home Office
Full-time
Onsite
Senior LevelWalmart Inc. is a leading retail company, and they are seeking a Senior Manager, Contact Center to oversee large-scale contact center operations. This role is responsible for ensuring service level performance, quality outcomes, and operational efficiency while partnering cross-functionally to drive improvements.
DeliveryRetailShopping
Responsibilities
Lead contact center operations across multiple BPO partners and geographies
Own service level performance, quality metrics, and capacity planning outcomes
Establish and maintain communication standards, QA frameworks, and call monitoring practices
Analyze operational data to identify root causes and implement corrective actions
Partner with Product, Technology, Finance, and Operations to resolve cross-functional issues
Govern vendor performance through scorecards, reviews, and structured improvement plans
Coach and develop managers, driving consistent execution and leadership capability
Qualification
Required
Extensive experience leading contact center operations at scale, including BPO environments
Demonstrated ownership of vendor performance management and SLA accountability
Strong capability in performance metrics, forecasting, and capacity planning
Experience building and operating quality assurance and coaching programs
Data-driven problem-solving skills with a track record of measurable improvement
Proven leadership in developing managers and driving operational discipline in complex organizations
Benefits
Competitive pay
Performance-based bonus awards
Medical, vision and dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting
Short-term and long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
Live Better U is a Walmart-paid education benefit program
Company
Walmart Canada
Walmart Canada is a subsidiary of Walmart that operates a chain of more than 400 stores nationwide. It is a sub-organization of Walmart.
Founded in 1994
10001+ employees
Funding
Current Stage
Late StageRecent News
Canada NewsWire
2025-12-18
Canada NewsWire
2025-12-03
Company data provided by crunchbase