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Company Name : Walmart
Location : Dallas, TX 75201
Position : Contact Center Manager
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?Be responsible for operationally standing up the customer care, processes, support functions and customer engagement functions of a customer care team and program, focused on B2B account and order servicing.Lay the groundwork for rapid expansion of a new line of business by creating scalable B2B CS processes that deliver a legendary customer experience.Own the daily operations of Team Managers and teams within the ecomm Customer Service business. You will do this by developing and tracking department production goals, analyzing and interpreting reports, developing and implementing action plans to correct deficiencies, prioritizing and assigning projects, providing guidance on contact resolutions, and developing a team of people leaders.Have a structured thought process that will break down large problems into smaller problems, organize them by importance and impact, and create innovative solutions to mitigate and eliminate them.Identify defects affecting business customers and opportunities for improvement. Collaborate with operations teams, business teams and key stakeholders (Quality, Training, Technology etc.), to develop action plans to improve KPIs and eliminate customer friction points.Lead the implementation of data driven process improvements, track and evaluate the success of process changes, and effectively communicate the results to a variety of audiences and stakeholders.Be comfortable capturing robust insights in an ambiguous environment, translate insights into tactical and strategic goals, and influence cross functional teams to deliver on those goalsExecute on organizational goals with a strong sense of discipline and organizationDevelop a best-in-class engaging environment for associates and leaders that enables career paths and scalable growth for all levels of the organization, while building and unrivaled operations team.Job Type: Full-timePay: $112,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offVision insuranceSchedule:8 hour shiftHolidaysWeekend availabilityEducation:Bachelor’s (Required)Experience:B2B: 1 year (Required)Contact Center or Retail: 1 year (Required)Work Location: One location
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