MANAGER, CONTACT CENTER

Position Summary...

As a Manager - Contact Center, you will lead a high-performing team to deliver exceptional service to Walmart customers, stores, and associates across multiple channels—phone, chat, and email. You will be responsible for driving operational excellence, coaching team members, and ensuring performance metrics are consistently met. This role requires a strategic mindset, strong people leadership, and a passion for customer experience.

What you'll do...

About Team :

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

Operational Leadership : Oversee day-to-day contact center operations, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction goals.

Team Development : Coach, mentor, and develop team leads and associates to build a culture of performance, accountability, and continuous improvement.

Performance Management : Monitor key metrics (AHT, CSAT, FCR, etc.), analyze trends, and implement action plans to address performance gaps.

Customer Experience : Champion a customer-first mindset by identifying pain points and driving process improvements to enhance service delivery.

Stakeholder Collaboration : Partner with cross-functional teams including Quality, Training, Workforce Management, and Technology to align on goals and resolve escalations.

Compliance & Risk Management : Ensure adherence to company policies, regulatory requirements, and data privacy standards.

Change Management : Lead and support change initiatives, including new process rollouts, technology adoption, and organizational shifts.

What You'll Bring

Experience : 14 – 18 years in customer service, with at least 3 years in a managerial role within a BPO or contact center environment.

Leadership : Proven ability to lead diverse teams, manage performance, and foster engagement in a high-volume, fast-paced setting.

Analytical Skills : Strong command of contact center metrics and reporting tools to drive data-informed decisions.

Communication : Excellent verbal and written communication skills with the ability to influence and inspire across levels.

Adaptability : Comfortable working in a 24 / 7 environment with rotating shifts and dynamic business needs.

Education : Bachelor's degree in any discipline; certifications in contact center management or operations preferred.

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.

Belonging

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision is 'everyone included.' By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we're able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1 : Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 2 years' experience in retail management, business, technology, communications, or related area. Option 2 : 4 years' experience in business, technology, communications, or related area.

1 year's supervisory experience.

3 years' experience in customer service / contact center or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leading cross-functional teams, Project Management

Primary Location...

, , India R-2296125

Skills Required

Analytical Skills, Customer Experience, Change Management, Performance Management