Senior Manager, Contact Center (Customer Service)

Walmart; Bengaluru; Ibrido; INR 1.800.000 - 2.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Incentive awards

Maternity and parental leave

PTO and health benefits

Descrizione del lavoro

Walmart Bengaluru Global Tech seeks a Senior Manager, Contact Center to lead a high-performing team delivering exceptional service to Customers, Associates and Candidates via phone and chat. You will provide strategic direction, optimize performance, and foster a customer-first culture in a fast-paced, metrics-driven environment.

You will drive staffing, SLAs, quality metrics, and process improvements, while mentoring managers, guiding recruitment, onboarding and retention, and ensuring

Competenze

• Proven experience leading and developing contact-center teams.
• Strong focus on people management, performance optimization, and continuous improvement.
• Experience in managing SLAs, quality metrics, and customer satisfaction.

Mansioni

• Strategic Leadership: Define and execute the contact center vision.
• Team Performance & Development: Mentor managers and drive coaching and training.
• Operational Excellence: Ensure SLAs, quality metrics, and satisfaction targets are met.
• Resource Planning: Allocate resources for call/chat volumes and peak periods.
• Talent Management: Lead recruitment, onboarding and retention strategies.
• Process & Policy Implementation: Enforce center policies for consistency and efficiency.
• Customer Experience Management: Analyze feedback and drive service improvements.
• Risk & Compliance Oversight: Ensure regulatory adherence and risk mitigation.
• Stakeholder Engagement: Align with cross-functional teams and leadership.
• Change & Transformation Leadership: Lead tech upgrades and process changes.
• Conflict Resolution: Resolve interdepartmental conflicts professionally.
• Reporting & Insights: Monitor KPIs and provide leadership with actionable data.

Conoscenze

Leadership

People management

Customer-centric

Strategic thinking

Analytical thinking

Communication

Change management

Conflict resolution

Operational acumen

Technology proficiency

Adaptability

Descrizione del lavoro

Role Overview:

As the Senior Manager, Contact Center, you will lead a high-performing team responsible for delivering exceptional service to Customers and Associates and Candidates through direct conversation or phone and chat support. You will provide strategic leadership, drive operational excellence, and ensure a customer-first culture in a fast-paced, metrics-driven environment. This role requires a strong focus on people management, performance optimization, and continuous improvement to meet and exceed service expectations.

Key Responsibilities:

1. Strategic Leadership:
   Define and execute the strategic vision for the contact center, aligning goals with broader organizational objectives and customer service standards.
2. Team Performance & Development:
   Lead and mentor people managers and their teams. Set performance expectations, conduct evaluations, and identify growth opportunities through coaching and training.
3. Operational Excellence:
   Oversee daily operations, ensuring service level agreements (SLAs), quality metrics, and customer satisfaction targets are consistently met.
4. Resource Planning:
   Allocate resources effectively to manage call/chat volumes, optimize staffing, and ensure smooth operations during peak periods.
5. Talent Management:
   Drive recruitment, onboarding, and retention strategies to build a skilled and motivated workforce. Foster a culture of learning and career progression.
6. Process & Policy Implementation:
   Develop and enforce contact center policies, procedures, and best practices to ensure consistency, compliance, and efficiency.
7. Customer Experience Management:
   Champion a customer-centric approach by analyzing feedback, identifying pain points, and implementing service enhancements.
8. Risk & Compliance Oversight:
   Ensure adherence to legal, regulatory, and company standards. Proactively identify and mitigate operational risks.
9. Stakeholder Engagement:
   Collaborate with cross-functional teams and senior leadership to align on goals, share insights, and resolve escalations.
10. Change & Transformation Leadership:
    Lead change initiatives, including technology upgrades, process improvements, and organizational shifts, ensuring smooth transitions.
11. Conflict Resolution:
    Address and resolve internal team conflicts or interdepartmental issues with professionalism and fairness.
12. Reporting & Insights:
    Monitor KPIs and generate reports to provide actionable insights and recommendations to leadership.

Key Competencies:

• Leadership & People Management Inspire and guide teams toward high performance and engagement.
• Customer-Centric Mindset Deep understanding of customer service principles and a passion for delivering outstanding support.
• Strategic Thinking Ability to translate vision into actionable plans and anticipate future needs.
• Analytical & Decision-Making Skills Use data to drive decisions and solve complex problems.
• Communication Excellence – Strong verbal and written communication skills to influence and collaborate effectively.
• Change Management – Lead teams through change with clarity, empathy, and structure.
• Conflict & Crisis Management – Navigate and resolve issues swiftly and constructively.
• Operational Acumen – Expertise in contact center metrics, workforce management, and service delivery models.
• Technology Proficiency – Familiarity with contact center platforms, CRM tools, and digital communication systems.
• Adaptability – Thrive in a dynamic environment and embrace continuous improvement.

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.

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] office for daily work, with the flexibility for associates to manage their personal lives.

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.

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.