Operations Manager, Contact Center

2 weeks ago


Salt Lake, Utah, United States Walmart Full time

About the Role

We are seeking a highly skilled and experienced Operations Manager, Contact Center to join our team at Walmart. As a key member of our operations team, you will be responsible for managing external vendors, developing strong relationships, optimizing contact center performance, and driving operational excellence.

Key Responsibilities

  • Manage external vendors and develop strong relationships to ensure seamless operations
  • Optimize contact center performance through data analysis and process improvements
  • Drive operational excellence by identifying opportunities for improvement and implementing changes
  • Collaborate with cross-functional teams to achieve business objectives
  • Ensure compliance with company policies and procedures
  • Develop and implement process improvements to increase efficiency and productivity
  • Monitor and analyze performance metrics to inform business decisions

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
  • Strong data analytics skills and ability to identify root cause and assess key drivers
  • Excellent communication and interpersonal skills
  • Ability to travel internationally up to 50% of the time

Preferred Qualifications

  • Leading a cross-functional team
  • Project Management
  • WFM experience
  • Contact center vendor management experience
  • Bi-lingual English and Mandarin

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance, and hundreds of other industries-all while affecting the lives of millions of customers all over the world.

Benefits

  • Competitive pay
  • Performance-based bonus awards
  • Health benefits
  • Financial benefits
  • Paid time off benefits
  • Other benefits


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