95 applicantsPosted by Agency

Company

Walmart Canada · 3 hours ago

Team Manager, Contact Center (Remote)

Draper, UT

Full-time

Remote

Entry, Mid Level

$50K/yr - $95K/yr

1+ years exp

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DeliveryRetail

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Responsibilities

Informs customers of promotions, offers, and discounts.

Manages contact center operations and supports new initiatives.

Interprets standard reports (for example, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments.

Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows.

Oversees site management in lean staffing periods (for example, weekend coverage) and resources for overtime requirements.

Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA).

Supports teamwork and collaboration, plans, assigns, and directs work, and recognizes and administers rewards.

Communicates performance requirements, provides guidance and coaching, monitors performance, and helps associates understand and adapt to change.

Conducts interviews, manages performance and behavioral issues, and holds associates accountable according to company policies and procedures.

Actively seeks feedback and helps team members understand strengths and weaknesses.

Develops team members' customer communication skills.

Reviews team members' communications for content, quality, and customer focus by monitoring calls.

Develops team members' ability to develop a customer communication plan or strategy.

Manages customer and associate needs and advocates for experiences.

Understands customer concerns or problem statements.

Uses fact-finding techniques and diagnostic tools to identify and break down business problems.

Works on multiple problems which are specific in nature.

Suggests multiple alternatives approaches/solutions based on internal and external benchmarking.

Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions.

Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions.

Participates in, supports, and drives process improvement or change initiatives within assigned function.

Supports the identification of process issues from trend analysis and recommends solutions, validating with cross-functional stakeholders.

Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions.

Reports findings to managers and supports the implementation of approved changes based on managerial guidance.

Implements methods for improving and establishing controls for critical processes under guidance.

Identifies and proposes ways to automate and improve existing processes with the help of technology.

Qualification

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Supervisory experienceContact center operationsData analyticsProblem-solving methodologiesTeam management toolsPerformance metricsProcess improvement techniques

Required

Supervisory experience

1 year’s experience in retail, contact center operations, or a related area.

Preferred

Supervisory experience

Benefits

Health benefits include medical, vision and dental coverage.

Financial benefits include 401(k), stock purchase and company-paid life insurance.

Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.

Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.