1+ months

Director, Contact Center Operations

Walmart
Fort Worth, TX 76101
1264614BRReq ID:1264614BRCompany Summary:What started small, with a single discount store and the simple idea of selling more for less, has grown over the last 50 years into the largest retailer in the world. Each week, over 260 million customers and members visit our 11,695 stores under 59 banners in 28 countries and e-commerce websites in 11 countries. With fiscal year 2017 revenue of $485.9 billion, Walmart employs approximately 2.3 million associates worldwide. Walmart continues to be a leader in sustainability, corporate philanthropy and employment opportunity. It's all part of our unwavering commitment to creating opportunities and bringing value to customers and communities around the world.Job Title:Director, Contact Center OperationsTime Type:Full TimeCity:FORT WORTHState:TXPosition Description: Provides strategic direction for the Walmart.com captive contact center to ensure the resolution of escalated and high-touch customer issues 2 Operation Manager Direct Reports with 2nd line supervisors of 15-20 team managers Total Agent size: Non-Peak 150-175, Peak up to 500 with remote supervision of an additional 200-250 (redundancy center). Also includes managing WFH agents and managers Successful leader will be able to work in conjunction with L&D and WFM for budgeting and on-boarding all new hires Partner with key business groups to ensure appropriate processes are developed to provide critical feedback to their teams to improve the customer experience while shopping online. Develop and implement strategic initiatives to increase the overall satisfaction of our customers while reducing costs to the company. Drives achievement of short- and long-term contact center goals and objectives across captive sites (DFW) by partnering with senior leadership to establish strategies Oversees the daily operations of multiple business groups (Tier 1 and Tier 2 captive units) ensuring that established service level goals and metrics are achieved Ensures the contact center performance is aligned with corporate customer service initiatives and goals and controls expenses to meet profit and loss (P&L) expectations. Must build and execute strategy for: Ramp up and ramp down from seasonal spikes Career development and career pathing for all operational associates (agent through ops managers) SLA Metrics Performance Management for all levels (managing a High Performing Team)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. Additional Preferred Qualifications: + 5 years' supervisory experience. + 5 years experience in project management. + 8 years experience in customer service, contact center, service desk, or related area. + 8 years experience managing teams in an operations or production environment. Category:Online Operations Status:SalaryShift:0Brand:Walmart.com

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Posted: 2019-04-02 Expires: 2019-08-29

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Director, Contact Center Operations

Walmart
Fort Worth, TX 76101

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