SENIOR MANAGER, CONTACT CENTER
Walmart Inc. (company site, opens in a new tab)6+ yrsBengaluruOn-siteDirect career pageEst. 18–30 LPA
Posted 2d ago
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage contact center operations to achieve service level agreements, quality metrics, and customer satisfaction targets.
- Oversee team performance, development, and resource planning including coaching people managers and optimizing staffing during peak periods.
- Drive strategic initiatives including process improvements, change management, risk compliance, and stakeholder engagement to enhance customer experience and operational efficiency.
Minimum Requirements
- Bachelor's degree in Business, Retail Management, Technology, Communications, or related field with 4 years relevant experience OR 6 years experience in relevant area with 2 years supervisory and 5 years customer service/contact center experience.
- Supervisory experience of at least 2 years.
- Experience working in customer service, contact center, or service desk environments for at least 5 years.
- Work Experience Required: 4 to 6 years (depending on education background) with specified supervisory and functional experience.
Ideal Candidate Profile
- Experienced leader skilled in strategic planning and operational execution within contact center or customer service environments.
- Proven ability to manage and develop managers and teams in a metrics-driven, fast-paced setting with focus on service excellence.
- Comfortable driving transformation initiatives and managing stakeholder relationships across functions to improve customer experience and operational compliance.