Job Description:
What you'll do at
Position Summary...
What you'll do...
This position is responsible for developing and overseeing the company's third- party contact center vendor relationships, ensuring the efficient delivery of performance and services. This role involves identifying and sourcing potential third-party contact center vendors, setting performance metrics, and managing vendor-related issues. This position will also supervise and guide the operations management team, fostering a positive, collaborative work environment. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.
Essential Functions
An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.
Directs the end-to-end operations, for large scale or complex programs
Provide strategic direction to ensure achievement of individual and third-party contact center vendor performance goals
Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing operational costs and forecasts and incorporating them into business plans; determining and supporting resource requirements of third-party contact center vendors; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.
Oversees and optimizes program level financial operations, ensuring efficient budget allocation, accurate financial reporting, and strategic financial planning.
Establishes and nurtures robust, collaborative relationships with key members of the third-party contact center vendor senior leadership team, involving regular communication, mutual goal setting, and joint problem-solving to ensure a harmonious and productive partnership.
Develops operational management strategy, including complex and specialty areas , and drives strategy execution by collaborating with multiple stakeholders and third-party contact center vendors to develop common business goals, plans, success factors, and performance metrics ; driving efficiencies within the contact center and outsource operations; overseeing resource allocation for efficient operation of the contact center; integrating operational strategies into an overall contact center strategy; overseeing the process to ensure customer service levels, quality standards, and compliance requirements are met; providing contact center performance feedback to contact center management, third-party contact center vendors, and key stakeholders; building accountability for adherence to policies and procedures ; and updating status and reporting progress to senior leadership.
Develops and implements strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; supporting mentorship, workforce development, and succession planning; and leveraging the capabilities of new and existing talent.
Manages execution of strategy for contact center analytics and reporting by prioritizing and executing reporting work streams; reviewing report and project requests and evaluating solutions; prioritizing requests; allocating team resources; streamlining processes and leveraging efficiencies to ensure continuous improvement; ensuring alignment of customer business strategy with reporting solutions; and reviewing and approving implementation plans.
Cultivates an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices; developing consequences for violations or non-compliance; and supporting the Open Door Policy.
Manages the continuous improvement of business processes and operations by identifying inefficiencies and potential improvements in contact center processes, analyzing contact center performance data to determine areas of opportunities and root causes of issues.
Develops and leverages internal and external partnerships and networks to maximize the achievement of business goals by sponsoring and leading key community outreach and involvement initiatives; engaging key stakeholders in the development, execution, and evaluation of appropriate business plans and initiatives; and supporting associate efforts in these areas.
Ensures the achievement of service level agreements for all contact center operations groups and drives sound business decisions by analyzing historical performance to guide decisions; reviewing and approving recommended adjustments to third-party contact center vendor resource allocation, volume allocation, and scheduling in response to unexpected staffing or call volume changes; directing the workforce management team to implement adjustments; and understanding the operational impact of decisions.
Provides strategic oversight of internal and external workforce management and call allocation initiatives and training across the customer service channels
Enhances operational efficiency by standardizing and building on existing Playbooks & SOPs.
Leadership Expectations
An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position
Respect for the Individual: Builds high-performing, diverse teams; seeks, and embraces differences in people, cultures, ideas and experiences; creates a workplace and equitable experiences where associates feel seen, supported and connected through culture of belonging so associates thrive and perform; drives a positive associate and customer/member experience for all.
Respect for the Individual: Creates a discipline and focus around developing talent through feedback, coaching, mentoring, and developmental opportunities; builds the talent pipeline, fosters an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others' contributions and accomplishments; supports
strategies and drives initiatives that attract and retain the best, diverse talent.
Respect for the Individual: Builds strong and trusting relationships with team members and business partners; works collaboratively and cross- functionally to achieve objectives; and communicates and listens attentively, with energy and positivity to motivate, influence, and inspire commitment and action.
Acts with Integrity: Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart's goal of becoming a regenerative company by making a positive impact for associates, customers, members, and the world around us.
Acts with Integrity :Ensures that teams follow the law, our code of conduct and company policies; promotes an environment where associates feel comfortable sharing concerns, and models our culture of non-retaliation; listens to concerns raised by associates and takes action, and enables others to do the same; holds self and teams accountable for achieving results in a way that is consistent with our values.
Acts with Integrity: Acts as an altruistic servant leader and is consistently humble, self-aware.
Service to the Customer/Member: Delivers expected business results while putting the customer/member first and consistently applying an omni- merchant mindset and acting with an Every Day Low Cost mindset to drive value and Every Day Low Prices for customers/members.
Service to the Customer/Member: Adopts a holistic perspective that considers data, analytics, customer/member insights, and different parts of the business when making plans and implementing strategies.
Strive for Excellence: Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions, and fosters an environment that supports learning, innovation, learning from mistakes, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Strive for Excellence: Drives continuous improvements, supervises the adoption of new technology, and supports digital disruption in line with Walmart's business model.
Physical Activities
The following physical activities are necessary to perform one or more essential functions of this position.
Reads information, often in small print.
Visually verifies information, often in small print.
Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or computer. Communicates effectively in person or by using telecommunications equipment.
Presents information to small or large groups and individuals. Enters and locates information on computer.
Observes associate, customer, or supplier behavior.
Travel
Traveling is necessary to perform one or more essential functions of this position.
Travels internationally to and from multiple facilities or work-sites requiring extended overnight stays.
Entry Requirements
Minimum Qualifications
- Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years' experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years' experience in retail management, business, psychology, counseling, business administration, or related area.
- Proven experience in vendor management or a similar role.
- Proven experience in contact center management managing large scale operations
Preferred Qualifications
- 5 years' supervisory experience.
- 5 years' experience in project management.
- 8 years' experience managing teams in an operations or production environment.
- 8 years' experience in customer service, contact center, service desk, or related area.
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.
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.
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.
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.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $110,000.00-$220,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business Administration, Retail Management, Business, Psychology, Counseling, Technology, Communications, or related field and 5 years' experience in retail management, business, psychology, counseling, business administration, or related area OR 7 years' experience in retail management, business, psychology, counseling, business administration, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Managing virtual teams, Operations, Product Management, Project Management, Supervising Associates
Primary Location...
702 Sw 8Th St, Bentonville, AR 72716, 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.
Hello, NW Arkansas
With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum-NWA has something for everyone.
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