MANAGER, CONTACT CENTER

Walmart Global Tech India; Bengaluru; On-site; INR 4,500,000 - 7,500,000; Full time

Benefits offered by this job

Maternity leave

PTO

Health benefits

Parental leave

Job summary

Walmart Global Tech India seeks a Manager - Contact Center to lead a high-performing team delivering service to Walmart customers, stores, and associates across phone, chat, and email. You will drive operational excellence, coach staff, and ensure performance targets are met in a fast-paced, 24/7 environment.

You will work closely with Quality, Training, Workforce Management, and Technology teams to optimize processes and customer experiences, while maintaining compliance and risk management.

Qualifications

• 14–20 years in customer service, with at least 3 years in a managerial role within a BPO or contact center environment.
• Strong leadership with ability to manage and engage diverse teams in a high-volume setting.
• Proven ability to analyze contact center metrics and drive data-informed decisions.
• Excellent verbal and written communication with impact across levels.

Responsibilities

• Oversee day-to-day contact center operations ensuring SLAs, quality standards and customer satisfaction goals are met.
• Coach, mentor and develop team leads and associates to build a performance culture.
• Monitor metrics (AHT, CSAT, FCR) and implement action plans to close gaps.
• Champion a customer-first mindset and drive process improvements in service delivery.
• Collaborate with Quality, Training, WFM, and Technology to resolve escalations.

Skills

People leadership

Performance management

Analytical skills

Communication

Shift flexibility

Customer service

Education

Bachelor's degree

Job description

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.

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 - 20 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.

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 experts 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.

Walmart's culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [Bangalore/Chennai] office for daily work, with the flexibility for associates to manage their personal lives.

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 are able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Equal Opportunity Employer

Walmart, Inc., is an Equal Opportunities 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 unique styles, experiences, identities, ideas and opinions - while being inclusive of all people.

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

• Preparing and executing budgets, Vendor Management, Walmart
• Project Management - Project Management Professional - CertificationPrimary Location...Bldg 2 Cumulus Prestige Tech Cloud, , India