As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your 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 dedicated to making a difference.

 

About Team:

We are a one-stop shop for all mission-critical services that are both high-quality and low-cost. Our team is responsible for a variety of priorities, including solving complex problems for all of our stakeholders across the board by providing world-class services such as Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence & Robotic Process Automation, Networking, and Pre & Post Payment Audits. 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.


What you'll do:

• Conduct team meetings and 1:1’s with associates.
• Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics.
• Understanding of metrics and ability to speak to spikes in volume and other outlier issues.
• Encourage support and engagement throughout the team.
• Partnership with peers to build/maintain business goals.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Proficiency in Microsoft Office Suite
• Preferred - minimum 2- year supervisory experience.
• Should be flexible work in a 24/7 work environment with rotating weekly time off.
• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.

What you'll bring:

• 7-10 years of relevant customer service experience
• At least 3 years of working experience as a team leader in a BPO or Call Center company.
• Leading a team with responsibility for all daily activities impacting the customer experience
• Utilizing live, legacy reports, tooling, and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
• Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient.
• Identifying customer improvement opportunities and turning these into impactful actions
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools.
• Manage team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Flexible, hybrid work:
We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.

Benefits:
Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.