Position Summary...

What you'll do...

We are hiring for a full-time 2nd shift Team Lead, Contact Center position working Monday through Friday from 10am-7pm in our Specialty Pharmacy department in Orlando, Florida. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

Walmart Specialty Pharmacy is a one-off business unit within Walmart; specialized in the delivery of low/limited distributed pharmaceuticals to patients throughout the United States and Puerto Rico.  Unlike a traditional or retail pharmacy, Specialty Pharmacy manages and distributes life sustaining medicines to patients with extremely challenging illnesses.  We are predominately a patient contact center but also operate a fully functional pharmacy with an entire team of pharmacy professionals.  While we are not patient facing, we are fully engaged with our customers, patients, and medical practitioners throughout the country.

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

• Principles and techniques of customer communication. Application and allocation of business communication styles/techniques. Knowledge of communication etiquettes through different interaction channels. Listens closely to customers, understands, paraphrases, and prioritizes customer needs, and provides appropriate solutions. Adapts listening and facilitation styles to customer communication styles. Manages customer and associate needs and advocates for their experiences. Uses various communication mediums appropriately and effectively. Analyzes customer issues to understand customer perspectives and communicates accordingly. Confirms customer understanding by restating customer concerns or problem statements.

• Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

• Day-to-day activities performed in customer care service operations. Ticketing system and other tools used to handle customer requests. Escalation matrices. Customer request process lifecycle. Manages contact center operations and supports new initiatives. Interprets standard reports (for example, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments. Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows. Oversees site management in lean staffing periods (for example, weekend coverage) and resources for overtime requirements. Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA).

• Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.

• Problem-solving methodologies and tools and the application of those methodologies and tools (identify, map, break down, hypothesize, understand implications). Business requirements, insights, and solutions. Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation. Barriers to effective problem-solving (for example, confirmation biases, mental sets, functional fixedness, groupthink, paradigm blindness). Uses fact-finding techniques and diagnostic tools to identify and break down business problems. Works on multiple problems which are specific in nature. Suggests multiple alternatives approaches/solutions based on internal and external benchmarking. Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions. Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions.

• Customer service practices. Standard Operating Procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques. Implements process improvement plans under guidance by driving the improvement of existing processes and escalating existing issues. Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis. Reviews key metrics under guidance to support root cause identification and solutions.

• Lists and features of products and services offered. Utility of products for customers. Substitutes for products and services offered by the company. Describes how products and services fit within the organization as a whole. Cites examples of how customers use the company's products and services. Identifies the company's flagship products and services. Cites examples of how customers use a specific product or service. Describes the major functions, features, and capabilities of company products and services. Informs customers of promotions, offers, and discounts.

• Data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications. Gather and interprets data, information, and content in a digital environment. Reviews data across systems to ensure the completeness of data and applies data quality checks. Analyzes and creates reports by using existing models/templates and leverages technology to execute transactional activities. Applies visualization techniques and tools for the effective representation of data to stakeholders. Seeks appropriate technology for automation purposes. Identifies opportunities for improving Walmart's data-driven decision-making. Tools, techniques, and internal processes for team management. Team goal setting. Feedback mechanisms.

• Counseling and mentoring. Delegation of responsibility. Supports teamwork and collaboration, plans, assigns, and directs work, and recognizes and administers rewards. Communicates performance requirements, provides guidance and coaching, monitors performance, and helps associates understand and adapt to change.

• Conducts interviews, manages performance and behavioral issues, and holds associates accountable according to company policies and procedures. Actively seeks feedback and helps team members understand strengths and weaknesses. 

Leadership Expectations

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position  

• Focus on our Associates: Talent Management: Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others' contributions and accomplishments.

• Focus on our Associates: Collaboration & Influence: Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact to a range of audiences; and demonstrates energy and positivity for own work.

• Focus on our Associates: Diversity, Equity & Inclusion: Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.

• Deliver for the Customer: Strategic Thinking: Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.

• Deliver for the Customer: Customer Focus: Delivers results while putting the customer first and applying an omni merchant mindset and the EDLP and EDLC business models to all plans.

• Embrace Change: Digital Transformation & Change: Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

• Embrace Change: Curiosity & Courage: Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.

• Live our Values: Servant Leadership: Is consistently humble, self-aware, honest, and transparent.

• Live our Values: Culture Champion: Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance. 

Physical Activities

The following physical activities are necessary to perform one or more essential functions of this position.

• Enters and locates information on electronic device.

• Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or electronic device.

• Reads information, often in small print.

• Visually verifies information, often in small print.

• Communicates effectively in person or by using telecommunications equipment. 

Minimum Qualifications

• 1 years’ experience in retail, contact center operations, or a related area. 

Preferred Qualifications

• 1 year's supervisory experience.

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 hourly wage range for this position is $18.03-$31.01*

‎ 

*The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.

‎ 

Additional compensation includes annual or quarterly performance bonuses.

‎ 

Additional compensation for certain positions may also include:

‎ 

- Regional Pay Zone (RPZ) (based on location)

‎ 

- Sales Volume Category (SVC) (based on facility sales volume)

‎ 

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...

2354 Commerce Park Dr, Orlando, FL 32819-8601, United States of America