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Operations Manager, Contact Center

2 months ago

Bentonville, Arkansas, United States Walmart Full time

Job Summary

Walmart is seeking an experienced Operations Manager to oversee the day-to-day supervision of 3rd party contact center providers. The successful candidate will be responsible for ensuring the delivery of all operational KPIs, identifying opportunities for improvement, and collaborating with key stakeholders to develop action plans.

Key Responsibilities

  • Supervise 3rd party contact center providers to ensure delivery of operational KPIs
  • Identify opportunities for improvement and develop action plans with key stakeholders
  • Collaborate with Quality, Training, and Technology teams to implement process changes
  • Track and evaluate the success of process changes and communicate results to leadership
  • Ensure compliance with company policies and procedures
  • Coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service

Requirements

  • Bachelor's degree in Business, Retail Management, Technology, Communications, or related field
  • 2 years' experience in retail management, business, technology, communications, or related area
  • 1 year's supervisory experience
  • 3 years' experience in customer service/contact center or related area

Preferred Qualifications

  • Leading a cross-functional team
  • Project Management

About Walmart

Walmart is a global retail leader committed to helping people save money so they can live better. We offer a competitive salary, performance-based bonus awards, and a range of benefits, including health insurance, 401(k), and paid time off. We are an Equal Opportunity Employer- By Choice, and we value diversity and inclusion in the workplace.