Team Manager, Contact Center

Walmart; Draper (UT); Remote; USD 50,000 - 95,000; Full time

Job summary

An established industry player is seeking a Team Manager for its Contact Center, where providing exceptional customer service is paramount. In this role, you will lead a dynamic team, mentor Team Leaders, and ensure service level metrics are met in a high-volume environment. With a focus on career development and individual recognition, this position offers the chance to thrive in a supportive and engaging atmosphere. The company values adaptability and integrity, making it an ideal opportunity for those passionate about customer service and team leadership.

Benefits

Health Benefits

401(k)

Stock Purchase Options

Paid Time Off

Walmart-Paid Education Program

Qualifications

• 1+ years of experience in retail or contact center operations.
• Ability to mentor Team Leaders and drive results.

Responsibilities

• Promote excellent customer service and support Team Leaders.
• Monitor team metrics and coach Team Leaders for performance.

Skills

Customer Service

Mentoring

Problem-Solving

Adaptability

Microsoft Office Suite

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

Position Summary...

What you'll do...

Job title: Team Manager, Contact Center

At Walmart we are always “Happy to Help”

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 excellent customer service.

Essential Job Functions

As a Team Manager, you will be responsible for promoting excellent customer service. You will support your Team Leaders and agents with technology, professional communication, and career development, while building rapport within your team and maintaining service level metrics. Punctuality, reliability, problem-solving, adaptability, integrity, and dedication are essential to exceed customer needs.

Minimum Requirements:

• Ability to mentor Team Leaders and drive results
• Conduct team meetings and 1:1’s with Team Leaders
• Manage a remote workforce
• Monitor team metrics and coach Team Leaders to optimize performance
• Assist with escalated issues as needed
• Partner with Operational Managers on Business Changes
• Understanding of metrics and handling volume spikes and outliers
• Manage team performance actions and escalate to Operations Manager
• Encourage support and engagement within the team
• Build/maintain business goals in partnership with peers
• Minimum 1 year experience in retail, contact center operations, or related field
• Proficiency in Microsoft Office Suite

Preferred Qualifications:

• Supervisory experience

Location: Work from Home in approved states

Hours: 24/7 customer care with various shifts

Walmart offers competitive pay, performance bonuses, health benefits, 401(k), stock purchase, paid time off, and other benefits. For more information about benefits and eligibility, visit One.Walmart.

Live Better U is a Walmart-paid education benefit program for associates, covering various educational programs with no cost to employees.

The annual salary range is $50,000 - $95,000, plus potential bonuses and stock options.

Minimum Qualifications...

1 year of experience in retail, contact center operations, or a related area.

Preferred Qualifications...

Supervisory experience is preferred.

Primary Location...

12884 S Frontrunner Blvd, Draper, UT 84020-5486, United States of America