Team Manager, Contact Center (Remote) at Walmart in Draper, Utah

Job Description:

What you'll do at



Position Summary...


What you'll do...



Work schedule: Hours of operations M-F 11:30 AM - 8:00 PM (some flexing would be required for run the business meetings.)



Required: Supervisory experience



Here's what you need to know:



Lists and features of products and services offered. Utility of products for customers. Substitutes for products and services offered by the company. Describes how products and services fit within the organization as a whole.


Cites examples of how customers use the company's products and services. Identifies the company's flagship products and services. Cites examples of how customers use a specific product or service. Describes the major functions, features, and capabilities of company products and services.


Informs customers of promotions, offers, and discounts. Day-to-day activities performed in customer care service operations. Ticketing system and other tools used to handle customer requests. Escalation matrices. Customer request process lifecycle.


Manages contact center operations and supports new initiatives. Interprets standard reports (for example, call trends, assignment and tracking reports), tracks key performance metrics, analyzes and interprets overall service levels, performance reports, and metrics, and makes necessary adjustments.


Oversees the effective implementation of daily staffing plans and scheduling adherence for the shift in partnership with workflows. Oversees site management in lean staffing periods (for example, weekend coverage) and resources for overtime requirements. Escalate systemic issues through available channels (for example, Gemba, Leadership, JIRA).Tools, techniques, and internal processes for team management. Team goal setting. Feedback mechanisms. Counseling and mentoring. Delegation of responsibility.


Supports teamwork and collaboration, plans, assigns, and directs work, and recognizes and administers rewards. Communicates performance requirements, provides guidance and coaching, monitors performance, and helps associates understand and adapt to change. Conducts interviews, manages performance and behavioral issues, and holds associates accountable according to company policies and procedures. Actively seeks feedback and helps team members understand strengths and weaknesses. Principles and techniques of customer communication.


Application and allocation of business communication styles/techniques. Knowledge of communication etiquettes through different interaction channels. Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting, and summarizing. Develops team members' customer communication skills. Reviews team members' communications for content, quality, and customer focus by monitoring calls. Develops team members' ability to develop a customer communication plan or strategy. Manages customer and associate needs and advocates for experiences. Understands customer concerns or problem statements. Problem-solving methodologies and tools and the application of those methodologies and tools (identify, map, break down, hypothesize, understand implications).


Business requirements, insights, and solutions. Precedence and use cases and the application of use cases by leveraging reproductive thinking and idea generation. Barriers to effective problem-solving (for example, confirmation biases, mental sets, functional fixedness, group think, paradigm blindness).Uses fact-finding techniques and diagnostic tools to identify and break down business problems. Works on multiple problems which are specific in nature. Suggests multiple alternatives approaches/solutions based on internal and external benchmarking.


Understands the perspective of each involved stakeholder and seeks perspectives as appropriate to drive resolutions. Collaborates with stakeholders within assigned function to ensure the implementation of recommended solutions.Customer service practices. Standard Operating Procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques. Participates in, supports, and drives process improvement or change initiatives within assigned function. Supports the identification of process issues from trend analysis and recommends solutions, validating with cross-functional stakeholders.


Regularly reviews and analyzes key metrics within assigned function to identify root causes and formulate solutions. Reports findings to managers and supports the implementation of approved changes based on managerial guidance. Implements methods for improving and establishing controls for critical processes under guidance.Data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used. Technology innovation trends and industry benchmarks.


Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications. Delineates problems, leverages data to determine root causes, and applies information to find solutions. Articulates the levers that influence data, ensures data quality, and organizes and processes information for analysis.


Participates in the feedback loop between data intake and insights and continuously works on improving the data collection process. Identifies and proposes ways to automate and improve existing processes with the help of technology. Demonstrates a working knowledge of data science techniques and applications.


Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.


Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.


Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.



Leadership Expectations



Live our Values


Culture Champion


• Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.


Servant Leadership


• Is consistently humble, self-aware, honest, and transparent.


Embrace Change


Curiosity & Courage


• Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.


Digital Transformation & Change


• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.


Deliver for the Customer


Customer Focus


• Delivers results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.


Strategic Thinking


• Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.


Focus on our Associates


Diversity, Equity & Inclusion


• Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.


Collaboration & Influence


• Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact to a range of audiences; and demonstrates energy and positivity for own work.


Talent Management


• Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others' contributions and accomplishments.


At Walmart, 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 (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
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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.
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For information about PTO, see https://one.walmart.com/notices.


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Live Better U is a Walmart-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.
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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.
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For information about benefits and eligibility, see One.Walmart.


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The annual salary range for this position is $50,000.00-$95,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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- Stock
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Minimum Qualifications...



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


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




Preferred Qualifications...



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


Supervisory experience




Primary Location...



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



About Walmart



At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?


Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.



All the benefits you need for you and your family

• Multiple health plan options, including vision & dental plans for you & dependents
• Financial benefits including 401(k), stock purchase plans, life insurance and more
• Associate discounts in-store and online
• Education assistance for Associate and dependents
• Parental Leave
• Pay during military service
• Paid Time off - to include vacation, sick, parental
• Short-term and long-term disability for when you can't work because of injury, illness, or childbirth

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 specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.



Frequently asked questions

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