(IND) TEAM LEADER, CONTACT CENTER

Walmart Global Tech India; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Walmart Global Tech India is looking for a candidate to manage contact center operations and improve customer service processes. The role emphasizes effective communication, teamwork, and data-driven decision-making. Candidates should have at least a year of experience in retail or contact center operations, as well as supervisory experience. The position is based in Bengaluru, India, where you'll be handling team management, customer interactions, and implementing innovative solutions to enhance service quality.

Qualifications

• 1 year’s experience in retail, contact center operations, or a related area.
• 1 year's supervisory experience preferred.

Responsibilities

• Handles customer communication and resolves issues effectively.
• Implements process improvements based on customer feedback.
• Manages contact center operations and staffing.
• Conducts team management and development.

Skills

Customer communication

Problem solving

Team management

Data analysis

Process improvement

Job description

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 coworkers 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.

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.

Products and Services

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 companys products and services Identifies the companys 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.

Customer Communication

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.

Day‑to‑Day Customer Care 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.

Problem Solving Methodologies

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 problemsolving for example confirmation biases mental sets functional fixedness groupthink paradigm blindness Uses factfinding techniques and diagnostic tools to identify and break down business problems Works on multiple problems which are specific in nature Suggests multiple alternatives approachessolutions 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.

Data Collection and Analysis

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 Walmarts datadriven decisionmaking.

Team Management

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.

Respect the Individual

Demonstrates and encourages respect for others drives a positive associate and customermember experience for all embraces differences in people cultures ideas and experiences supports workplaces where associated feel seen and connected through a culture of belonging so all associates thrive and perform contributes to an environment allowing everyone to bring their best selves to work.

Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes others contributions and accomplishments.

Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work.

Act with Integrity

Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving.

Follows the law our code of conduct and company policies and encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values.

Is consistently humble selfaware honest and transparent.

Serve our Customers and Members

Delivers results while putting the customermember first and applying an omnimerchant mindset and acts with an Every Day LowCost mindset to drive value and Every Day Low Prices for customersmembers.

Adopts a broad perspective that considers data analytics customermember insights and different parts of the business when making plans.

Strive for Excellence

Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks.

Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Minimum Qualifications

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

Preferred Qualifications

• 1 year's supervisory experience.

Primary Location

Bldg 2 Cumulus Prestige Tech Cloud, , India