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Company Name : Walmart
Location : Draper, UT 84020
Position : Manager II
Job Description : To continue prioritizing the health and safety of our associates, Walmart will require all market, regional and divisional associates who work in multiple facilities and all campus office associates to be fully vaccinated against COVID-19 by their first day of employment. We realize there may be some associates who cannot get vaccinated because of medical issues or due to sincerely held religious beliefs, and we have policies and procedures to address those situations.This job requires you to be vaccinated or get an approved accommodation because of medical issues or due to a sincerely held religious belief. Are you comfortable moving forward?Manages daily operations of the service center by tracking department production goals and communicating concerns; analyzing and interpreting reports; responding to and resolving contact escalations; prioritizing and assigning projects; ensuring associates adhere to policies and procedures; developing and implementing action plans to correct deficiencies; remaining up-to-date on company programs and initiatives that will result in contacts; and providing guidance on contact resolutions.Oversees divisions to develop and implement complex tactical processes and business improvements to ensure operational performance objectives, metrics, and corporate policy requirements are met by collaborating with multiple departments and market and regional offices; aligning workforce schedules with business objectives to ensure the efficient operation of contact center and to meet service level goals; providing direction to direct reports for executing business plans; tracking and monitoring performance using company information systems; and providing contact center performance feedback to key stakeholders.Evaluates contact center productivity by monitoring overall service levels, performance reports, and metrics; providing feedback team level areas of opportunities and ensuring resolution specialists are supported in addressing these areas; reviewing and overseeing service reviews; approving team strategies for improvement; providing direction to adjust work environment and tasks; and consolidating and reporting areas of associate concern to senior leadership.Supports the implementation of cross-functional projects by evaluating project requests and determining impact on their business and resources; developing project sequence, timeline, and integration; communicating cross-functional resource requirements; obtaining stakeholder support; and ensuring education of contact center associates on needed actions to support the project.Supports the process of achieving service level agreements for all contact center operations groups and drives sound business decisions by analyzing historical performance to guide decisions; making decisions based on data and operational knowledge; reviewing and approving recommended adjustments to resource allocation, volume allocation, and scheduling in response to unexpected staffing or call volume changes; directing the workforce management team to implement adjustments; and understanding the operational impact of decisions.Analyzes and interprets integrated information and provides strategic analysis to improve contact center operational efficiency and effectiveness by running scheduling reports on a regular and ad hoc basis across multiple locations; ensuring the highest level of data integrity and accuracy; utilizing various advanced analytic methodologies to synthesize information; identifying contact volume and staffing trends; analyzing root causes of trends; developing creative and innovative solutions that meet business goals and align with long-term strategy; reporting findings to contact center directors; and partnering with directors to develop solutions. Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.Live our ValuesCulture ChampionModels the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.Servant LeadershipActs as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.Embrace ChangeCuriosity & CourageDemonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.Customer FocusDelivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.Strategic ThinkingFocus on our AssociatesDiversity, Equity & InclusionCollaboration & InfluenceTalent ManagementMinimum Qualifications: Bachelor’s degree AND 2 years of experience in contact center or retail space4 years of experience in contact center or retail spacePreferred Qualifications: Project Management ExperiencePrevious Supervisory Experience of a team 40 or morePrevious Sales Force ExperienceJob Type: Full-timePay: $85,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee discountHealth insuranceLife insurancePaid time offSchedule:10 hour shift8 hour shiftHolidaysWeekend availabilitySupplemental Pay:Bonus payEducation:Bachelor’s (Required)Experience:Call center management: 4 years (Required)Retail Store Managers: 4 years (Required)Work Location: One location
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