Manager, Contact Center ID-11759
- Full-Time
What you'll do...
Contact Center, Manager
Onsite role
You will WOW us if you...
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- Have previously managed multiple BPO relationships simultaneously. Extra credit if they've been offshore teams.
- Can succinctly communicate problem statements, using data points from multiple sources, then can successfully oversee and track initiatives to completion.Are agile and can pivot quickly. Change is the only constant in our space.
- Aren't afraid to ask questions and peel back the layers to better understand processes. Note, this will probably lead to more questions and more layers.
- Possess great interpersonal skills. Relationships and influence are a cornerstone of our team's success. Plus, our team enjoys a good laugh together.
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Position Summary...
What you'll do...
Position Summary
As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs. The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners. In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.
Position Description
You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity. The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability. You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
Minimum Qualifications
- Bachelor's degree, preferably in Business
- 2+ years' experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems 2+ years management experience
- Previous contact center experience
- Project management experience (certification a plus)
- Analytics experience using multiple data sources
- Proficient in Excel
- Ability to travel internationally up to 50% of the time
- Influential communicator
Additional Preferred Qualifications
- eCommerce Retail experience 2+ years' experience working in customer care centers 2+ years' experience developing and implementing call center metrics
- WFM experience a plus
- Contact center vendor management experience a plus
