Position SummaryWhat you'll doAt Walmart we are always "Happy to Help"The Walmart EBS Contact Center specializes in providing best-in-class service to direct ship vendors via chat and email. We are a metrics driven center dedicated to driving results where our associates thrive in this environment handling over 40 thousand 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 pr ogression, and providing individual and team recognition.We are looking for career minded , customer centric individuals who are experienced in providing best-in-class customer service.Essential Job FunctionsAs a Team Manager , you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your Team Leaders and agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers' needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and be dedicated to making a difference.The Requirements:
Ability to mentor Team Leaders and drive results o n their team
Conduct team meetings and 1:1's with Team Leaders
Manage a remote workforce
Monitor team metrics and assist Team Leaders with coaching as necessary to optimize team metrics
Assist Team Leaders with escalated issues as needed
Partner with Operational Manager s to assist with Business Changes
Understanding of metrics and ability to speak to spikes in volume and other outlier issues
Manages team performance actions and elevate to Operations Manager
Encourage support and engagement throughout the team
Partnership with peers to build/ maintain business goals
Minimum 1 year in retail, contact center operations, or related field
Proficiency in Microsoft Office Suite
Preferred - minimum 1 year supervisory experience
Location: Work from Home in Approved StatesHours: We provide 24/7 customer care with a variety of shift opportunitiesMinimum QualificationsOutlined 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 QualificationsOutlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Supervisory experiencePrimary Location805 SE MOBERLY LN, BENTONVILLE, AR 72712, United States of AmericaWalmart, 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.
