Walmart Global Tech India hiring (IND) SENIOR MANAGER, CONTACT CENTER in Tamil Nadu, India | LinkedIn (2024)

Position Summary...

What you'll do...

• The Senior Manager - Contact Center is accountable for the overall direction and operations of our site, creating a culture of customer obsession, high performance and high-quality throughput.
• With operations managers and team managers as direct reports this role enables the achievement of service levels, performance & cost goals and successful program implementation.
• As the Senior Ops Manager, you are responsible for the performance management, goal setting and career development of their line reports to ensure effective succession planning is in place.
• You work in an ever-changing environment where every day brings ambiguously defined problems, new challenges and new opportunities.
• You are able to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.
• This position involves regular communication with senior management on project status and risks.
• People Management, cross-team coordination, project management and executive presentation skills are essential.

About Team: Contact Center We are a one-stop shop for all mission-critical services that are both high-quality and low-cost. Our team is responsible for a variety of priorities, including solving complex problems for all of our stakeholders across the board by providing world-class services such as Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence & Robotic Process Automation, Networking, and Pre & Post Payment Audits. The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year. We Invest in You! At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition.   We are looking for career minded, customer centric individuals who are experienced in providing best-in-class customer service.

What you'll do:

• Set the vision, direction and culture of their teams by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding their teams accountable to meet and exceed performance targets.
• Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures.
• Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice.
• Implement programs aimed at hiring and developing top talent and build career development roadmap for site operations teams.
• Inspire front line teams to go beyond the standard “call of duty” to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams.
• Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.
• Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations.
• Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of
• Foster a work environment that respects and is responsive to the needs of a diverse staff.
• Achieve site-wide improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics.
• Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause customer pain.
• Exhibits excellent judgment.
• Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation.
• Experience hiring and developing great people/leaders.
• Experience in building a culture of empowerment, accountability and continuous improvement
• Has relentlessly high standards
• Proven ability to think strategically but stay on top of tactical execution.
• Expects and requires innovation of her/his team and creates an environment that fosters creative thinking.
• Excellent verbal and written communication skills across all organizational levels
• Proven ability to make and implement decisions.
• Degree in management field desirable

What you'll bring:

• Accounted for the performance of different line of businesses operates out of the center. Drives and Reviews process improvement strategies to assist the front-line associate meet the business goals. Owns people.
• Manages multiple Lines of Business (LOBs)
• Will pay the site leaders role at CBE from an operations perspective.
• End to End accountability for the performance and people of the center (multiple line of org- Like; - Fraud/ HR services/ Customer care etc.,)
• Front Line Associates, Team Leads, Team Managers and Operations Manager
• Reviews and Approves the Monthly, Quarterly and Annual plans to improve the standard of service delivered to customers and employee experience.
• Signs off process changes upon review as a site leader and takes necessary actions to have the amends done at business end.
• Operations Manager Performance, Centre Performance
• Mid-Level Leaders, Senior Level Leaders and Executive Leadership across all functions in CBE, US Care Org and IDC

About Walmart Global TechImagine 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 expert's 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.

Flexible, hybrid work:

We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.

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: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area. Option 2: 6 years’ experience in business, technology, communications, or related area.

2 years’ supervisory experience.

5 years’ experience in customer service, contact center, service desk, 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, Master's degree in Business Administration, Engineering, Operations , or related field, Project Management, Project Management Certification, Supervisory experience

Primary Location..., , India R-1810493