(USA) Manager, Contact Center

Position Summary

Problem solving methodologies and tools and the application of those methodologies and tools identify map break down hypothesize understand implications Business requirements insights and solutions Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation Barriers to effective problemsolving for example confirmation biases mental sets functional fixedness groupthink paradigm blindness Uses factfinding techniques and diagnostic tools to identify and break down business problems Works on multiple problems which are specific in nature Suggests multiple alternatives approachessolutions based on internal and external benchmarking Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions Principles and techniques of customer communication Application and allocation of business communication stylestechniques Knowledge of communication etiquettes through different interaction channels Develops a clear complete understanding of needs and problems through careful listening probing reflecting and summarizing Develops team members customer communication skills Reviews team members communications for content quality and customer focus by monitoring calls Develops team members ability to develop a customer communication plan or strategy Manages customer and associate needs and advocates for experiences Understands customer concerns or problem statements Daytoday activities performed in customer care service operations Ticketing system and other tools used to handle customer requests Escalation matrices Customer request process lifecycle Oversees contact center operations and implements new initiatives by tracking department goals and communicating concerns Evaluates tools and techniques for anticipating demand and assuring capacity creates plans to address significant changes and issues and remains uptodate on company programs and initiatives Operates and manages operations at a site level or network level Implements initiatives to ensure operational performance objectives metrics and corporate policy requirements are met Leads the analysis of measurements of support activities trend analysis and process effectiveness Drives the implementation of proposed solutions by other associates to deliver results Customer service practices Standard Operating Procedures and defined processes Standard reporting tools and techniques Performance metrics Industry trends Process improvement techniques Participates in supports and drives process improvement or change initiatives within assigned function Supports the identification of process issues from trend analysis and recommends solutions validating with crossfunctional stakeholders Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions Reports findings to managers and supports the implementation of approved changes based on managerial guidance Implements methods for improving and establishing controls for critical processes under guidance Lists and features of products and services offered Utility of products for customers Substitutes for products and services offered by the company Summarizes the key features of major products or services within assigned function Researches the target customer and market and how company products and services are sold and delivered Obtains information about company product and service linkages with other products and services elsewhere in organization Explains current statuses delivery alternatives and announced updates to company products and services Explains key differentiating factors in company products to gain a competitive advantage Uses common performance and quality measures for company products Provides instructions on company product and service usage for customers Data collection modes techniques and tools Data analytics and visualization tools and techniques Existing and upcoming digital applications and other systems used Technology innovation trends and industry benchmarks Data governance as it relates to data quality metadata and data lineage Data science techniques and applications Delineates problems leverages data to determine root causes and applies information to find solutions Articulates the levers that influence data ensures data quality and organizes and processes information for analysis Participates in the feedback loop between data intake and insights and continuously works on improving the data collection process Identifies and proposes ways to automate and improve existing processes with the help of technology Demonstrates a working knowledge of data science techniques and applications Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities Models compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door Policy and demonstrating and assisting others with how to apply these in executing business processes and practices Respect the Individual: Demonstrates and encourages respect for all builds a highperforming team seeks and embraces differences in people cultures ideas and experiences creates a workplace where all associates feel seen supported and connected through culture of belonging so associates thrive and perform drives a positive associate and customermember experience for all identifies attracts and retains the best team members Respect the Individual: Creates a discipline and focus around developing talent through feedback coaching mentoring and developmental opportunities promotes an environment allowing everyone to bring their best selves to work empowers associates and partners to act in the best interest of the customermember and company and regularly recognizes others contributions and accomplishments Respect the Individual: Builds strong and trusting relationships with team members and business partners works collaboratively and crossfunctionally to achieve objectives and communicates and listens attentively with energy and positivity to motivate influence and inspire commitment and action Act with Integrity: Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving Act with Integrity: Follows the law our code of conduct and company policies and sets expectations for others to do the same promotes an environment where associates feel comfortable sharing concerns and reinforces our culture of nonretaliation listens to concerns raised by associates takes action and encourages others to do the same holds self and others accountable for achieving results in a way that is consistent with our values Act with Integrity: Acts as an altruistic servant leader and is consistently humble selfaware honest and transparent Serve our Customers and Members: Delivers expected business results while putting the customermember first and consistently applying an omnimerchant mindset and acts with an Every Day LowCost mindset to drive value and Every Day Low Prices for customersmembers Serve our Customers and Members: Adopts a holistic perspective that considers data analytics customermember insights and different parts of the business when making plans and shaping the teams strategy Strive for Excellence: Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions fosters an environment that supports learning innovation and learning from mistakes and intelligent risktaking and exhibits resilience in the face of setbacks Strive for Excellence: Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working

Minimum Qualifications

Option 1: Bachelor's 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 year's supervisory experience. 3 years' experience in customer service/contact center or related area.

Preferred Qualifications

Leading a cross-functional team, Project Management

Primary Location

702 Sw 8Th St, Bentonville, AR 72716, United States of America