Senior Manager, Contact Center: Performance & Analytics

Sam's Club; Bentonville (AR); On-site; USD 80,000 - 155,000; Full time

Benefits offered by this job

Health benefits

401(k) & stock purchase

Paid time off

Job summary

Sam’s Club in Bentonville, AR, is seeking a Senior Manager, Contact Center to lead and optimize contact center operations, focusing on member service and efficiency. You will oversee performance management, data analysis, and risk mitigation while guiding cross-functional teams to drive continuous improvement and development.

You will collaborate with Operations, Business Insights, Data Science, Product, and vendor partners to define KPIs, monitor trends, and implement data-driven solutions.

Qualifications

• Bachelor's degree in Business, Retail Management, Technology, Communications, or related field.
• 4 years’ experience in retail management, business, technology, communications or related area.
• 2 years’ supervisory experience.
• 5 years’ experience in customer service, contact center, service desk, or related area.

Responsibilities

• Lead and oversee data of BPO partners and internal Associates through trend analysis and cross functional root cause analysis.
• Develop and implement strategies to optimize performance management and enhance associate development.
• Utilize data analysis and performance reporting to identify trends, mitigate risks, and drive continuous improvement.
• Foster cross-functional collaboration to align contact center initiatives with broader organizational goals.
• Provide thought leadership and guidance to teams, promoting effective problem solving and critical thinking.
• Manage resources and staffing to meet service level targets and operational demands.
• Lead the WFM forecasting (WFaaS) team in Walmart to ensure proper staffing and volume forecasting.

Skills

Leadership

Data analysis

Interpersonal communication

Problem solving

Performance reporting

Call center management

Education

Bachelor's degree

Job description

Sam’s Club in Bentonville, AR, is seeking a Senior Manager, Contact Center to lead and optimize contact center operations, focusing on member service and efficiency. You will oversee performance management, data analysis, and risk mitigation while guiding cross-functional teams to drive continuous improvement and development.

You will collaborate with Operations, Business Insights, Data Science, Product, and vendor partners to define KPIs, monitor trends, and implement data-driven solutions.