Posted:
8/18/2024, 5:00:00 PM
Location(s):
Karnataka, India ⋅ Indianapolis, Indiana, United States ⋅ Indiana, United States ⋅ Bengaluru, Karnataka, India
Experience Level(s):
Senior
Field(s):
Customer Success & Support
The People Services team is a dynamic and multi-functional team spanning across several pillars like Contact Center, Data Administration, Recruiting Services, Unemployment Claims, Canada HR alongside critical support teams like Transaction Support, Integrations, Quality Assurance, People Analytics and Reporting. This Bangalore based team collaborates and works together with our colleagues based out of Charlotte (North Carolina) and Bentonville (Arkansas) creating benchmarks around customer service delivery and a superior associate experience.
Our speed, accuracy, on-time delivery of associate centric solutioning enables us to create the right mix of performance and agility in our daily operations. Our focus continues to bring in bright and fresh talents thereby ensuring a high-octane culture. Ready to jump in and be a part of this team?
This position involves analyzing data to support business areas, tracking and identifying trends, and compiling data for decision-making. They also support the implementation of business solutions, build relationships with stakeholders, and adapt to changes and new responsibilities. Additionally, they monitor and support individual and team performance, evaluate the effectiveness of current plans and programs, and consult with peers and leadership to improve efficiency and customer experience. They also serve as a subject matter expert for workforce planning and provide support to agents.
What you’ll do
•Serve as a first level support to agents by engaging with them on their time utilization of unscheduled activities
•Observe real-time, multi-center workforce performance for optimal efficiency
•Monitor and respond quickly to changes in call volume, staffing levels, and agent adherence across the contact centers
•Identify and respond timely to intervals that require remediation strategies as they occur in relation to low staffing, average call wait time, and call abandon percentages
•Make real-time adjustments to agent skill-sets to maximize efficiency and effectiveness
•Provide feedback on agent performance and needed process enhancements to leadership
•Troubleshoot issues. This requires providing immediate intervention, asking investigative questions and actively listening to determine the root of the problem the agent is facing
•Create scheduling plans that are fair and consistent and communicate schedule changes timely for new agents, current agents, ad hoc schedule change requests, time off and training
•Provides feedback directly to agent on schedules, adherence, attendance and best practices for peak efficiency
•Monitor and respond quickly to incoming requests from all agents via chat, email or phone
•Collaborate with peers and leadership to address potential staffing, training or other workforce gaps
•Provide supervisors feedback on agent performance and needed process enhancements
•Analyze and provide reports and metrics to leadership on a periodic and ad-hoc basis
•Utilize workforce planning software and other available tools to create reports, track and analyze trends, inconsistencies and issues to make workforce recommendations in support of Contact Center operations
•Work with entire Workforce Management Team to ensure resources are effectively utilized towards delivering targeted service level objectives while managing to key performance strategic goals
•Provides group and individual training on workforce initiatives
•Perform and handle other essential duties/tasks, as assigned
What you’ll bring
•Highly organized, detail-oriented, and can manage multiple competing priorities while continuing to advance critical and urgent initiatives
•Excellent analytical and problem-solving skills
•Being able to adapt to a fast-paced environment that requires the ability to make quick and appropriate decisions
•Understanding of Contact Center process and technology
•Working knowledge of computers and all applicable software including an advanced knowledge of Microsoft Office Suite
•Ability to be self-directed and multi-task while working with minimal supervision
•Working knowledge of computers and all applicable software including an advanced knowledge of Microsoft Office Suite
•Strong written and verbal communication skills, including the ability to convey complex messages to peers and senior leadership
•Patience when handling tough situations and escalations
•Highly focused with attention to detail
•Strong People Skills with minimum 2+ years or more call center experience (in current department or verifiable expertise in relevant field).
•Should be ready to work in flexible shifts in the US working hours.
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
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
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
1 Year experience in retail, contact center operations, or a related area.Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
In retail, contact center operations, or a related areaWebsite: http://www.walmart.com/
Headquarter Location: Bentonville, Arkansas, United States
Employee Count: 10001+
Year Founded: 1962
IPO Status: Public
Last Funding Type: Post-IPO Debt
Industries: E-Commerce ⋅ Grocery ⋅ Retail ⋅ Retail Technology ⋅ Shopping