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• Lead and manage a team of customer service agents in a contact center environment
• Conduct regular 1:1 meetings and team huddles for coaching and performance tracking
• Monitor KPIs such as SLA, CSAT, shrinkage, attrition, and productivity metrics
• Analyze daily operations using dashboards and reporting tools
• Provide real-time support and guidance to agents to resolve customer issues
• Identify process improvement opportunities to enhance customer experience
• Collaborate with cross-functional teams for staffing, training, and workforce planning
• Ensure adherence to policies, compliance, and quality standards
• Handle workload distribution and ensure timely resolution of customer contacts
• Drive employee engagement, motivation, and performance improvement initiatives
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, nearly 265 million customers and members visit our more than 11,200 stores under 55 banners in 27 countries and eCommerce websites in 10 countries. With fiscal year 2018 revenue of $500.3 billion, Walmart employs over 2.2 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 ID: 146591969
