Manager, Contact Center (BPO and Vendor Experience)

Who we are…

Providers Business Support to cross-functional Marketplace Business and Seller Support Teams. User and Seller-related trouble ticket support and resolution, UAT and business requirement gathering support, and data update-related tasks with the Salesforce Ecosystem

What you'll do...

Position Summary

As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of all operational KPIs. The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners.  In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to develop action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership.

Position Description

You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity.  The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance and drive accountability. You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.

Minimum Qualifications

• Bachelor’s degree, preferably in Business
• 4+ years´ BPO experience
• 4+ years’ experience in a Customer Service Center/ Call center environment
• 2+ Warehouse Management Systems and/or Order Management Systems
• 4+ years Vendors/ Outsourcing management experience
• 4+ years´ in Analytics experience using multiple data sources
• Proficient in Excel, metrics and KPIs, Tableu, PowerBi
• Ability to travel internationally up to 50% of the time
• 2+ years´ OPS (Operations experience)

Additional Preferred Qualifications

• 2+ years’ eCommerce Retail experience  
• 2+ years’ experience developing and implementing call center metrics
• WFM experience a plus
• Project management experience (certification a plus)

Benefits:

Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Equal Opportunity Employer:

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, ideas and opinions – while being inclusive of all people.