(IND) TEAM MANAGER, CONTACT CENTER

About the Role

This role is for a Team Manager in the Contact Center at Walmart Global Tech India.

Key Responsibilities

• Manage contact center operations and support new initiatives.
• Interpret standard reports (e.g., call trends, assignment, tracking reports).
• Track key performance metrics and analyze overall service levels and performance reports.
• Make necessary adjustments to performance based on analysis.
• Oversee the effective implementation of daily staffing plans and scheduling adherence for the shift.
• Partner with workflows to ensure staffing plan adherence.
• Oversee site management during lean staffing periods (e.g., weekend coverage, overtime resources).
• Escalate systemic issues through available channels (e.g., Gemba Leadership, JIRA).
• Utilize tools, techniques, and internal processes for team management.
• Set team goals and implement feedback mechanisms.
• Provide counseling and mentoring to team members.
• Delegate responsibility effectively.
• Support teamwork and collaboration.
• Plan, assign, and direct work.
• Recognize and administer rewards.
• Communicate performance requirements, provide guidance and coaching.
• Monitor performance and help associates understand and adapt to change.
• Conduct interviews, manage performance and behavioral issues.
• Hold associates accountable according to company policies.
• Actively seek feedback and help team members understand strengths and weaknesses.
• Develop a clear understanding of needs and problems through listening, probing, reflecting, and summarizing.
• Develop team members' customer communication skills.
• Review team members' communications for content quality and customer focus by monitoring calls.
• Develop team members' ability to create a customer communication plan or strategy.
• Manage customer and associate needs, and advocate for experiences.
• Understand customer concerns or problem statements.
• Apply problem-solving methodologies and tools to identify, map, break down, hypothesize, and understand implications of business problems.
• Identify, map, break down, hypothesize, and understand implications of business problems.
• Suggest multiple alternatives, approaches, and solutions based on internal and external benchmarking.
• Understand the perspective of each involved stakeholder and seek perspectives to drive resolutions.
• Collaborate with stakeholders within the assigned function to ensure the implementation of recommended solutions.
• Participate in, support, and drive process improvement or change initiatives.
• Support the identification of process issues from trend analysis and recommend solutions.
• Validate solutions with cross-functional stakeholders.
• Regularly review and analyze key metrics to identify root causes and formulate solutions.
• Report findings to managers and support the implementation of approved changes.
• Implement methods for improving and establishing controls for critical processes.
• Delineate problems, leverage data to determine root causes, and apply information to find solutions.
• Articulate levers that influence data, ensure data quality, and organize/process information for analysis.
• Participate in the feedback loop between data intake and insights and continuously improve the data collection process.
• Identify and propose ways to automate and improve existing processes with technology.
• Demonstrate respect for others and drive a positive associate and customer experience.
• Embrace differences in people, cultures, ideas, and experiences.
• Support workplaces where associates feel seen and connected through a culture of belonging.
• Contribute to an environment where everyone can bring their best selves to work.
• Demonstrate engagement and commitment to the team and developing others through feedback, coaching, mentoring, and developmental opportunities.
• Recognize others' contributions and accomplishments.
• Build strong and trusting relationships with team members and business partners.
• Work collaboratively to achieve objectives.
• Communicate with impact and listen attentively.
• Demonstrate energy and positivity for own work.
• Maintain and promote the highest standards of integrity, ethics, and compliance.
• Model Walmart values and lead by example to foster the company culture.
• Support Walmart's goal of becoming a regenerative company by making a positive impact.
• Follow the law, code of conduct, and company policies, and encourage others to do the same.
• Support an environment where associates feel comfortable sharing concerns.
• Reinforce a culture of non-retaliation.
• Listen to concerns raised by associates and take action.
• Act with accountability for achieving results consistent with company values.
• Deliver results while putting the customer first and applying an omnimerchant mindset.
• Act with an Every Day Low Cost mindset to drive value and Every Day Low Prices.
• Adopt a broad perspective considering data analytics, customer insights, and different parts of the business when making plans.
• Consistently raise the bar and seek to improve.
• Demonstrate curiosity and a growth mindset.
• Seek feedback, ask thoughtful questions, support innovation, and intelligent risk-taking.
• Exhibit resilience in the face of setbacks.
• Implement and support continuous improvements.
• Willingly embrace new digital tools and ways of working.
• Explain features and benefits of products and services.
• Describe product utility for customers.
• Identify product and service substitutes.
• Explain how products and services fit within the organization.
• Provide examples of how customers use products and services.
• Identify flagship products and services.
• Provide examples of how customers use specific products or services.
• Describe major functions, features, and capabilities of company products and services.
• Inform customers of promotions, offers, and discounts.
• Understand day-to-day activities in customer care service operations.
• Understand ticketing systems and other tools used to handle customer requests.
• Understand escalation matrices and the customer request process lifecycle.

Requirements & Tech Stack

• Ticketing systems
• JIRA
• Standard reporting tools and techniques
• Data analytics and visualization tools and techniques
• Existing and upcoming digital applications and other systems
• Data governance
• Data science techniques and applications

Qualifications

• 1 year's experience in retail, contact center operations, or a related area.
• Supervisory experience (preferred).
• Knowledge of communication etiquettes through different interaction channels.
• Understanding of customer service practices, Standard Operating Procedures, and defined processes.
• Familiarity with performance metrics and industry trends.
• Knowledge of process improvement techniques.
• Familiarity with technology innovation trends and industry benchmarks.
• Understanding of data governance as it relates to data quality, metadata, and data lineage.
• Understanding of problem-solving methodologies and tools.
• Familiarity with business requirements, insights, and solutions.
• Understanding of precedence and use cases.
• Familiarity with barriers to effective problem-solving (e.g., confirmation biases, mental sets, functional fixedness, groupthink, paradigm blindness).
• Familiarity with fact-finding techniques and diagnostic tools.
• Ability to work on multiple problems specific in nature.
• Understanding the perspective of each involved stakeholder.
• Ability to collaborate with stakeholders.
• Ability to articulate the levers that influence data.
• Ability to ensure data quality.
• Ability to organize and process information for analysis.
• Ability to demonstrate a working knowledge of data science techniques and applications.