Team Manager, Contact Center

Position Summary...

What you'll do...

Job title: Team Manager, Contact Center

At Walmart we are always "Happy to Help"

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.

Essential Job Functions

As a Team Manager, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your Team Leaders and agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers' needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and be dedicated to making a difference.

The Requirements:

Ability to mentor Team Leaders and drive results on their team

Conduct team meetings and 1:1's with Team Leaders

Manage a remote workforce

Monitor team metrics and assist Team Leaders with coaching as necessary to optimize team metrics

Assist Team Leaders with escalated issues as needed

Partner with Operational Managers to assist with Business Changes

Understanding of metrics and ability to speak to spikes in volume and other outlier issues

Manages team performance actions and elevate to Operations Manager

Encourage support and engagement throughout the team

Partnership with peers to build/maintain business goals

Minimum 1 year in retail, contact center operations, or related field

Proficiency in Microsoft Office Suite

Preferred - minimum 1 year supervisory experience

Location: Work from Home in Approved States

Hours: We provide 24/7 customer care with a variety of shift opportunities

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

For information about PTO, see https://one.walmart.com/notices.

Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

For information about benefits and eligibility, see One.Walmart.

The annual salary range for this position is $50,000.00-$95,000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

• Stock

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...

12884 S Frontrunner Blvd, Draper, UT 84020-5486, United States of America

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