Experienced Full Stack Contact Center Manager – Web & Cloud Application Development, Customer Experience, and Process Improvement

About Us

Walmart, one of the world's leading retailers, is a company that values innovation, customer satisfaction, and employee growth. With a strong presence in the private sector, we strive to provide an exceptional shopping experience for our customers while fostering a positive and inclusive work environment for our associates. As a leader in the retail industry, we are committed to embracing change, driving digital transformation, and delivering results that exceed customer expectations.

Job Summary

We are seeking an experienced and motivated Full Stack Contact Center Manager to join our team. As a key member of our organization, you will be responsible for managing the daily operations of our outsourced contact center suppliers to ensure the delivery of all functional KPIs. This role requires a strong and diverse skillset in relevant areas to drive success, including process improvement, customer experience, and team leadership. If you are a results-driven professional with a passion for customer satisfaction and a commitment to excellence, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Manage the daily operations of outsourced contact center suppliers to ensure the delivery of all functional KPIs.
• Facilitate, complete, and oversee the re-allocated partner performance for Walmart e-commerce customer service.
• Ensure consistency with company policies and procedures and support the organization's mission, values, and principles of ethics and integrity.
• Guarantee functional targets are delivered to cross-functional colleagues and external partners to highlight business performance and drive accountability.
• Recognize and lead process improvement and cross-functional projects for the Customer Care Call Center Operations to achieve.
• Monitor compliance of external partners with established Walmart e-commerce Operations processes.
• Oversee customer experience enhancements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.

Essential Qualifications

To be successful in this role, you will need to possess the following qualifications:

• Bachelor's degree in Business or a related field.
• 2+ years of experience in a customer service center environment, warehouse management systems, or order management systems.
• 2+ years of management experience.
• Past contact center experience.
• Project management experience (certification a plus).
• Experience with data analysis using various data sources.
• Proficiency in SuccessFactors.
• Ability to travel up to 50% of the time.
• Strong communication skills.

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications would be beneficial:

• 2+ years of experience working in e-commerce retail.
• 2+ years of experience creating and executing call center metrics.
• WFM experience (a plus).
• Contact center seller management experience (a plus).

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and process improvement skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong customer service skills.
• Ability to travel up to 50% of the time.

Career Growth Opportunities and Learning Benefits

At Walmart, we are committed to providing our associates with opportunities for growth and development. As a Full Stack Contact Center Manager, you will have access to a range of training programs, mentorship opportunities, and career advancement possibilities. Our company culture values diversity, inclusion, and employee engagement, and we strive to create a positive and supportive work environment that fosters collaboration, innovation, and excellence.

Work Environment and Company Culture

As a remote employee, you will have the flexibility to work from home and enjoy a better work-life balance. Our company culture values innovation, customer satisfaction, and employee growth, and we strive to create a positive and inclusive work environment that fosters collaboration, innovation, and excellence. Our team is passionate about delivering exceptional customer experiences and driving business results, and we are committed to making a positive impact in our communities.

Compensation, Perks, and Benefits

We offer a competitive salary of $26/hour, plus comprehensive benefits, including health insurance, retirement plans, and paid time off. Our company culture values diversity, inclusion, and employee engagement, and we strive to create a positive and supportive work environment that fosters collaboration, innovation, and excellence.

Conclusion

If you are a motivated and results-driven professional with a passion for customer satisfaction and a commitment to excellence, we encourage you to apply for this exciting opportunity. As a Full Stack Contact Center Manager, you will have the chance to make a positive impact in our communities, drive business results, and grow your career in a dynamic and supportive work environment. Apply today and join our team of dedicated professionals who are passionate about delivering exceptional customer experiences and driving business success.