Senior Manager, Contact Center Performance & Analytics

Walmart; Bentonville (AR); On-site; USD 80,000 - 155,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Job summary

Walmart seeks a Senior Manager, Contact Center-Business Performance & Analytics in Bentonville, AR. You will lead performance measurement, data-driven insights, and cross-functional initiatives to improve member experience and center efficiency.

You will supervise performance reporting, risk mitigation, and staffing alignment with service levels, partnering with Operations, Business Insights, and Data Science to drive continuous improvement.

Qualifications

• Bachelor's degree required or 6 years' experience in related area.
• 4 years' supervisory experience.
• 5 years' experience in customer service, contact center, service desk, or related area.

Responsibilities

• Lead a diverse data set from BPO partners and internal Associates through trend analysis and cross-functional root-cause analysis.
• Develop and implement strategies to optimize performance management and enhance associated 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 team within Walmart to ensure proper staffing and volume forecasting.

Skills

Leadership

Data analysis

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree in Business, Retail Management, Technology, Communications, or related field

Tools

WFaaS

Job description

Walmart seeks a Senior Manager, Contact Center-Business Performance & Analytics in Bentonville, AR. You will lead performance measurement, data-driven insights, and cross-functional initiatives to improve member experience and center efficiency.

You will supervise performance reporting, risk mitigation, and staffing alignment with service levels, partnering with Operations, Business Insights, and Data Science to drive continuous improvement.