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Walmart

(USA) Team Leader, Contact Center

Carrollton, TX

In addition to base salary, Walmart total compensation may also include bonus incentives, stock options, and more.

Position Summary...

What you'll do...
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 existingprocesses and escalating existing issues. Supports the identification of opportunities and recommends improvements based on customer feedbackand 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 thecompany.Describes how products and services fit within the organization as a whole. Cites examples of how customers use the company's productsand services. Identifies the company's flagship products and services. Cites examples of how customers use a specific product or service. Describesthe major functions, features, and capabilities of company products and services. Informs customers of promotions, offers, and discounts. Principles and techniques of customer communication. Application and allocation of business communication styles/techniques.Knowledge ofcommunication etiquettes through different interaction channels.Listens closely to customers, understands, paraphrases, and prioritizes customerneeds, and provides appropriate solutions. Adapts listening and facilitation styles to customer communication styles. Manages customer andassociate needs and advocates for their experiences. Uses various communication mediums appropriately and effectively. Analyzes customer issuesto understand customer perspectives and communicates accordingly. Confirms customer understanding by restating customer concerns or problemstatements. Day-to-day activities performed in customer care service operations. Ticketing system and other tools used to handle customer requests. Escalationmatrices. Customer request process lifecycle.Manages contact center operations and supports new initiatives. Interprets standard reports (forexample, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performancereports, and metrics, and makes necessary adjustments. Oversees the effective implementation of daily staffing plans and scheduling adherence forthe shift in partnership with workflows. Oversees site management in lean staffing periods (for example, weekend coverage) and resources forovertime requirements. Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA). Problem-solving methodologies and tools and the application of those methodologies and tools (identify, map, break down, hypothesize, understandimplications). Business requirements, insights, and solutions. Precedence and use cases and the application of use cases by leveraging reproductivethinking 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 problemswhich are specific in nature. Suggests multiple alternatives approaches/solutions based on internal and external benchmarking. Understands theperspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions. Collaborates with stakeholders within assignedfunction to ensure the implementation of recommended solutions. Data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications andother systems used. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and datalineage. Data science techniques and applications.Gather and interprets data, information, and content in a digital environment. Reviews data acrosssystems to ensure the completeness of data and applies data quality checks. Analyzes and creates reports by using existing models/templates andleverages technology to execute transactional activities. Applies visualization techniques and tools for the effective representation of data tostakeholders. 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. Delegationof responsibility.Supports teamwork and collaboration, plans, assigns, and directs work, and recognizes and administers rewards. Communicatesperformance requirements, provides guidance and coaching, monitors performance, and helps associates understand and adapt to change. Conductsinterviews, manages performance and behavioral issues, and holds associates accountable according to company policies and procedures. Activelyseeks feedback and helps team members understand strengths and weaknesses. 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. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and otherbusiness partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining andrecommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Live our Values Culture Champion

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• Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance. Servant Leadership
• Is consistently humble, self-aware, honest, and transparent. Embrace Change Curiosity & Courage
• Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks. Digital Transformation & Change
• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working. Deliver for the Customer Customer Focus
• Delivers results while putting the customer first and applying an omnimerchant mindset and the EDLP and EDLC business models to all plans. Strategic Thinking
• Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans. 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. 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. 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.

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...
1025 W TRINITY MILLS, CARROLLTON, TX 75006-0000, United States of America

Client-provided location(s): Carrollton, TX, USA
Job ID: Walmart-8261_R-1433450
Employment Type: Other

This job is no longer available.

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