Manager, Contact Center

Position Summary...

What youll do...

As Benefits Manager, Contact Center you will be responsible for overseeing and managing the daily operations of the associates. This includes ensuring that all Benefits related transactions are managed in a timely and professional manner, maintaining high levels of customer satisfaction, and setting strategic goals for the team.

You will also be responsible for hiring, training, and developing associates, implementing, and maintaining procedures and policies, and ensuring compliance with regulations. They will play a crucial role in establishing a customer-focused culture and driving continuous improvement initiatives.

The ideal candidate for this position is a strong leader with excellent communication skills and a proven history in contact center management.

What youll do:

• Lead and manage a team of benefits administrators responsible for the administration of US employee benefits programs.

• Ensure accurate and timely processing of all benefits-related transactions, such as new enrollments, changes, and terminations.

• Monitor and analyze benefits data to identify trends, issues, and opportunities for improvement.

• Develop and implement strategies to optimize the execution and results of the benefits

• administration team.

• Foster a customer/member-focused environment by ensuring high-quality customer service and resolving escalated issues.

• Communicate effectively with team members, stakeholders, and leadership to inspire commitment and alignment.

• Make sound judgments and decisions based on a deep understanding of benefits regulations, policies, and best practices.

• Think and act strategically to anticipate future needs, identify potential risks, and develop proactive solutions.

• Lead and participate in volunteer activities, programs, and initiatives to improve the community and promote employee engagement.

• Build and sustain strong relationships with internal stakeholders, such as HR business partners and finance teams, to ensure smooth collaboration and effective benefits administration.

• Provide coaching, mentoring, and development opportunities to team members to enhance their skills and performance.

• Collaborate with cross-functional teams, stakeholders to ensure seamless integration and alignment of benefits administration activities.

• Flexible to work from Office in a 24/7 work environment with rotational weekly time off.

• Should be comfortable working on Saturdays on rotational basis based on business needs and you can avail a compensatory off for the same in accordance with the company policy. Should be able to work during public holidays as per business needs.

• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.

Experience:

• A proven history as HR Operations Manager or equivalent experience in Service

• Operations (6-10 years).

• Good to have experience in managing US Benefits

Skills:

• Possesses a keen ability to analyze data and utilize it to inform decision-making processes.

• Demonstrates strong problem-solving skills. Proficient in understanding and applying performance metrics.

• Leadership: Excellent leadership and team management abilities, with a focus on coaching and performance management.

• Communication: Exceptional verbal and written communication skills, and the ability to interact effectively with team members, customers and stakeholders.

• Education: Bachelors degree in Human Resources, Business Administration, or related field Customer Service: A strong commitment to customer satisfaction and the ability to maintain a customer-focused approach under pressure.

• Adaptability: Demonstrated adaptability and flexibility in a fast-paced and changing environment.

• Initiative: Stay abreast of developments in technology, and regulations to continuously improve processes and systems.

• Technical knowledge: Familiarity with the latest industry technologies and a willingness to embrace new tools that can enhance team efficiency and customer satisfaction.

Required Competencies

• Data Management

• Project Management

• Operational Excellence

• Continuous Improvement

• Service Excellence

• Functional Problem Solving

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That s what we do at Walmart Global Tech. We re a team of software engineers, data scientists, cybersecurity experts and service professionals within the world s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail

Benefits:

Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:

Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelors degree in Business, Retail Management, Technology, Communications, or related field and 2 years experience in retail management, business, technology, communications, or related area. Option 2: 4 years experience in business, technology, communications, or related area.

1 years supervisory experience.

3 years experience in customer service/contact center or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leading cross-functional teams, Project Management

Primary Location... Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India