(USA) Senior Manager, Contact Center-Business 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

Position Summary...

What you’ll do...Role summary:

Walmart is seeking a Senior Manager, Contact Center to lead and optimize contact center operations, ensuring exceptional member service and operational efficiency. This role requires strategic oversight of performance management, data analysis, and risk mitigation while fostering cross-functional collaboration. The successful candidate will apply thought leadership and critical thinking to drive continuous improvement and development management within the team. Strong interpersonal communication and problem-solving skills are essential to effectively manage resources and deliver measurable results aligned with organizational goals. Overall responsible for the management and design of all performance measures on a quarterly basis.

About the team:

The team is dedicated to driving operational excellence by leading business performance, analytics, and strategic initiatives that enhance the Member experience. Collaborating across Operations, Business Insights, Data Science, Product, and vendor teams, they define KPIs, analyze trends, and implement data-driven solutions to optimize contact center performance. This group emphasizes continuous improvement, critical thinking, and accountability through performance metrics and operational reviews. By combining strategic insight with effective execution, the team advances organizational goals, improves efficiency, and fosters collaboration and innovation within the Member Support organization.

What you’ll do:

• 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.

What you’ll bring:

• Strong leadership skills with the ability to lead cross-functional teams and drive development management initiatives.
• Expertise in data analysis and statistics to inform decision-making and optimize contact center performance.
• Excellent interpersonal communication skills to foster collaboration and effective stakeholder engagement.
• Demonstrated problem-solving and critical thinking abilities to address complex operational challenges.
• Experience in performance reporting and call center environment management to ensure service excellence.

Benefits

At Sam’s Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!

• Health benefits include medical, vision and dental coverage
• Financial benefits include 401(k), stock purchase and company-paid life insurance
• Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

For information about PTO, see https://one.walmart.com/notices.

• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam’s Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

Benefits

For information about benefits and eligibility, see One.Walmart.

The annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include Regional Pay Zone (RPZ) (based on location).

Minimum Qualifications

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications or related area.

Option 2: 6 years’ experience in business, technology, communications, or related area.

2 years’ supervisory experience.

5 years’ experience in customer service, contact center, service desk, or related area.

Preferred Qualifications

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Leading a cross-functional team, Project Management, Supervisory experience

Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management

Project Management - Project Management Professional - Certification Primary Location...

2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.