Team Manager, Contact Center

Walmart Global Tech India; Karnataka; Hybrid; INR 12,00,000 - 18,00,000; Full time

Job summary

A leading global technology company in Karnataka is looking for a Team Manager for its Contact Center. The ideal candidate will have 10-14 years of customer service experience and a minimum of 3 years managing teams in a BPO environment. Responsibilities include enhancing customer service, coaching agents, and managing performance metrics. This role offers growth opportunities and a flexible work schedule.

Benefits

Incentive awards

Health benefits

Paternity and maternity leave

Paid time off (PTO)

Qualifications

• 10-14 years of relevant customer service experience.
• At least 3 years as a team manager in a BPO or call center.
• Experience in managing daily activities impacting the customer experience.

Responsibilities

• Encourage and promote excellent customer service.
• Assist agents with technology and professional communication.
• Monitor team metrics and coach as necessary.

Skills

Customer service orientation

Team leadership

Coaching

Problem solving

Communication

Education

Any graduation

Tools

Microsoft Office Suite

Job description

Position Summary... What you'll do... You make sound judgments and promote a customer/member-focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You proactively lead volunteer activities, programs, and initiatives in order to improve the community. You build and sustain internal and external relationships. Flexible to work in shifts.

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

As a Team Manager, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers’ needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

What You’ll Bring

• 10 years to 14 years of relevant customer service experience
• At least 3 years of working experience as a team Manager in a BPO or Call Center company.
• Leading a team with responsibility for all daily activities impacting the customer experience
• Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
• Providing guidance by show me rather than tell me to reduce future escalations and get team members self-sufficient.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Identifying customer improvement opportunities and turning these into impactful actions
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact center tools
• Manage team’s daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.

Additional Requirements:

• Conduct team meetings and 1:1’s with associates
• Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics
• Understanding of metrics and ability to speak to spikes in volume and other outlier issues
• Encourage support and engagement throughout the team
• Partnership with peers to build/maintain business goals
• Proficiency in Microsoft Office Suite
• Preferred - minimum 2- year supervisory experience.
• Should be flexible work in a 24/7 work environment with rotating weekly time off.
• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
• Any graduation

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.

Minimum Qualifications

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

Preferred Qualifications

Supervisory experience