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Walmart

Compare

3.8

based on 2.3k Reviews

270 Walmart Jobs

MANAGER, CONTACT CENTER

Walmart Labs

3.8

based on 2.3k Reviews

12-15 years

₹ 27 - 29L/yr (AmbitionBox estimate)

Chennai

1 vacancy

MANAGER, CONTACT CENTER

Walmart

posted 19hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Project Management MS Office Windows System Administration Risk Management Retail Management

+ 4 more

Job Description

The Operations Manager for Customer Care might be for you. You will work with cross functional teams to align operations performances against the departmental business plans while influencing change. You will lead internal teams that impact hundreds of associates and thousands of customers.

What you ll do

As the Operations Manager, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your Team with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers needs, you will need to problem solve, embrace change, act with integrity, influence change, and dedicated to making a difference.

What you ll bring

12+ years of relevant customer service experience with supervisory background
Experience of working as a manager of people managers.
Excellent judgment and decision-making skills; solutions oriented.
Strong leadership and management abilities.

Proven experience in a leadership capacity, ability to motivate at individual / team / manager level.
Ability to balance producing strong results with proper risk management.
Extremely organized and detail oriented, expert knowledge of Windows, Microsoft Office software, Microsoft Outlook email, scheduling, and task manager
Manage team s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
Ability to engage with internal partners regularly to ensure service expectations are met.

Facilitate recruiting efforts and process enhancements to maintain staffing levels for the team.

The Requirements:

Ability to mentor Team Managers and drive results on their team
Conduct business meetings with cross functional teams

Partner with upper leadership to assist with business changes.
Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
Manages team performance actions and elevate to upper leadership.
Encourage support and engagement throughout the team.
Partnership with peers to build/maintain business goals.

Proficiency in Microsoft Office Suite
Preferred - minimum 5 years supervisory experience.
Should be flexible work in a 24/7 work environment with rotating weekly time off.
Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
Any graduation

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.

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.