Team Manager, Contact Center

Position Summary...

What you'll do...

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 Lists and features of products and services offered Utility of products for customers Substitutes for products and services offered by the company Describes how products and services fit within the organization as a whole Cites examples of how customers use the companys products and services Identifies the companys flagship products and services Cites examples of how customers use a specific product or service Describes the major functions features and capabilities of company products and services Informs customers of promotions offers and discounts Daytoday activities performed in customer care service operations Ticketing system and other tools used to handle customer requests Escalation matrices Customer request process lifecycle Manages contact center operations and supports new initiatives Interprets standard reports for example call trends assignment and tracking reports tracks key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes necessary adjustments Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows Oversees site management in lean staffing periods for example weekend coverage and resources for overtime requirements Escalate systemic issues through available channels for example Gemba Leadership JIRA Tools techniques and internal processes for team management Team goal setting Feedback mechanisms Counseling and mentoring Delegation of responsibility Supports teamwork and collaboration plans assigns and directs work and recognizes and administers rewards Communicates performance requirements provides guidance and coaching monitors performance and helps associates understand and adapt to change Conducts interviews manages performance and behavioral issues and holds associates accountable according to company policies and procedures Actively seeks feedback and helps team members understand strengths and weaknesses 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 Problemsolving 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 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 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 Respect the Individual: Demonstrates and encourages respect for others drives a positive associate and customermember experience for all embraces differences in people cultures ideas and experiences supports workplaces where associated feel seen and connected through a culture of belonging so all associates thrive and perform contributes to an environment allowing everyone to bring their best selves to work Respect the Individual: Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes others contributions and accomplishments Respect the Individual: Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work 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 encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values Act with Integrity: Is consistently humble selfaware honest and transparent Serve our Customers and Members Delivers results while putting the customermember first and 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 broad perspective that considers data analytics customermember insights and different parts of the business when making plans Strive for Excellence Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks Strive for Excellence Implements and supports continuous improvements and willingly embraces new digital tools and ways of working

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

1 year’s’ experience in retail, contact center operations, or a related area

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Supervisory experience

Primary Location...

Bldg 2 Cumulus Prestige Tech Cloud, , India R-2409467