Position Summary...
The Senior Manager, Customer Service will lead the leads strategy and integration of existing and new contact centre programs for Walmart.ca and stores as well as manage 3 global vendors for all customer service needs. This person will be responsible for driving Contact Centre projects to completion on time and on budget. In the same pursuit, this role will focus on the traditional leadership aspects of managing a contact center such as 1) the integration and alignment of all customer touchpoints across the organization and 2) the design and management of a ‘best in class’ customer contact centre; 3) Share insights with key partners to inform strategic initiatives and drive change and; 4) manage vendor relationships with external customer service providers 5) Manage special engagements that will reduce the contact center volume and operation costs. 6) Lead a team of data and operation specialists to identify root cause of customer complaints and close them effectively for both eCommerce and Central Ops e.g. (Private Brands) 7) Develop business case to prove out case for investment in solutions to show business value through AHT reduction and CSAT/NPS improvement.
Overall, the senior manager will work as a subject matter expert to facilitate solution design and implementation of new facets of Customer Experience programs in improve operational efficiency.
What you'll do...
- Own and manage relationships with third party vendors to ensure alignment with business goals and service level agreements.
- Lead the strategy and execution of Customer service capabilities via innovative ways to report, integrate and communicate contact volume trends, contact center scorecards, best practices, and insights tools.
- Acts as a subject matter expert on customer service. Ensure that overall design to serve customers is leveraging best practices seen in the industry today and across International Walmart teams.
- Serve as the internal voice of the customer, providing insights and recommendations based on customer feedback and data analysis.
- Your impact will be felt through metrics such as call efficiency, satisfaction scores, staffing utilization, and financial performance. Each day will offer a fast-paced, challenging, rewarding, and meaningful opportunity to drive operational excellence.
- Partner cross functionally to design a multi-year, multi channel strategy/roadmap to build integrated “customer contact centre dashboards” focused on capturing voice of our stores (internal customer /partners) and voice of our customers (external customer) across multiple channels.
- Lead projects with outsourced contact center partners and internal teams, engage with contact center senior leadership to discuss performance and drive accountability, compile and communicate enterprise performance weekly and monthly reporting, and participate in monthly leadership meetings and weekly and quarterly business reviews.
- Be a strategic partner to the eCommerce leadership for Customer service priorities that focus on improving the customer experience and align to operational and merchandising initiatives.
- Identify and manage opportunities to reduce contact volumes and improve self-service functionality.
- Deliver significant cost savings and efficiencies to the organization by leading a successful integration and consolidation of customer service work into one high performing Center of Excellence (COE).
- Assist with the customer service portfolio’s strategy, aligned with the eCommerce business strategy, to ensure the delivery of profit and growth targets. Implements additional strategic initiatives as appropriate.
- Develop and implement best in class call centre operations, including direction for outside vendors and internal escalations.
- Build, train and develop a team that delivers a high standard of service- building retention, loyalty and trust across our internal and external customers. Ensure that technical, process, business innovations, capabilities are developed and implemented to give better customer service.
- Stay updated on industry trends and technologies to drive innovation and continuous improvement.
Qualifications
- Proven experience (5+ years) in call center operations management or a related role.
- Strong understanding of call center metrics, KPIs, and SLAs.
- Experience managing vendor relationships and outsourcing partnerships.
- Excellent communication skills with the ability to advocate for the customer internally.
- Strategic thinker with a track record of leading operational improvements and projects.
- Familiarity with call center technologies and software systems, such as CRM platforms, workforce management tools, and reporting/analytics tools.
- Dedication to delivering exceptional customer service and enhancing the overall customer experience.
- Customer-centric mindset with a focus on maintaining high levels of customer satisfaction.
- Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team’s strategy.
- Passionate about customer care and committed to continuous improvement.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Age – 16 or older
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Walmart will accommodate the disability-related needs of applicants and associates as required by law.
Primary Location…
1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada
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