Team Leader, Contact Center
Company: Wal-Mart
Location: Chandler
Posted on: June 9, 2021
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Job Description:
Position Summary... What you'll do... Customer service practices. Standard Operating Procedures and
defined processes. Standard reporting tools and techniques.
Performance metrics. Industry trends. Process improvement techniques.Implements
process improvement plans under guidance by driving the improvement
of existing processes and escalating existing issues. Supports the
identification of opportunities and recommends improvements based
on customer feedback and trend analysis. Reviews key metrics under guidance to
support root cause identification and solutions. Lists and features of products and services offered. Utility of
products for customers. Substitutes for products and services
offered by the company.Describes how products and services fit within the
organization as a whole. Cites examples of how customers use the
company's products and services. Identifies the company's flagship products and
services. Cites examples of how customers use a specific product or
service. Describes the major functions, features, and capabilities of company
products and services. Informs customers of promotions, offers, and
discounts. Principles and techniques of customer communication. Application
and allocation of business communication
styles/techniques.Knowledge of communication etiquettes through different interaction
channels.Listens closely to customers, understands, paraphrases,
and prioritizes customer needs, and provides appropriate solutions. Adapts listening and
facilitation styles to customer communication styles. Manages
customer and associate needs and advocates for their experiences. Uses
various communication mediums appropriately and effectively.
Analyzes customer issues to understand customer perspectives and communicates
accordingly. Confirms customer understanding by restating customer
concerns or problem statements. Day-to-day activities performed in customer care service
operations. Ticketing system and other tools used to handle
customer requests. Escalation matrices. Customer request process lifecycle.Manages contact
center operations and supports new initiatives. Interprets standard
reports (for example, call trends, assignment and tracking reports), tracks
key performance metrics, analyzes and interprets overall service
levels, performance reports, and metrics, and makes necessary adjustments. Oversees
the effective implementation of daily staffing plans and scheduling
adherence for the shift in partnership with workflows. Oversees site
management in lean staffing periods (for example, weekend coverage)
and resources for overtime requirements. Escalate systemic issues through
available channels (for example, Gemba, Leadership, JIRA). Problem-solving methodologies and tools and the application of
those methodologies and tools (identify, map, break down,
hypothesize, understand implications). Business requirements, insights, and solutions.
Precedence and use cases and the application of use cases by
leveraging reproductive thinking and idea generation. Barriers to effective
problem-solving (for example, confirmation biases, mental sets,
functional fixedness, groupthink, paradigm blindness).Uses fact-finding techniques and diagnostic
tools to identify and break down business problems. Works on
multiple problems which are specific in nature. Suggests multiple alternatives
approaches/solutions based on internal and external benchmarking.
Understands the perspective of each involved stakeholder and seeks perspectives
as appropriate to drive resolutions. Collaborates with stakeholders
within assigned function to ensure the implementation of recommended
solutions. Data collection modes, techniques, and tools. Data analytics and
visualization tools and techniques. Existing and upcoming digital
applications and other systems used. Technology innovation trends and industry
benchmarks. Data governance as it relates to data quality,
metadata, and data lineage. Data science techniques and applications.Gather and
interprets data, information, and content in a digital environment.
Reviews data across systems to ensure the completeness of data and applies data
quality checks. Analyzes and creates reports by using existing
models/templates and leverages technology to execute transactional activities.
Applies visualization techniques and tools for the effective
representation of data to stakeholders. Seeks appropriate technology for automation
purposes. Identifies opportunities for improving Walmart's
data-driven decision-making. Tools, techniques, and internal processes for team management.
Team goal setting. Feedback mechanisms. Counseling and mentoring.
Delegation of responsibility.Supports teamwork and collaboration, plans,
assigns, and directs work, and recognizes and administers rewards.
Communicates performance requirements, provides guidance and coaching,
monitors performance, and helps associates understand and adapt to
change. Conducts interviews, manages performance and behavioral issues, and holds
associates accountable according to company policies and
procedures. Actively seeks feedback and helps team members understand strengths and
weaknesses. Complies with company policies, procedures, and standards of
ethics and integrity by implementing related action plans; using
the Open Door Policy; and applying these in executing business processes and
practices. Completes work assignments and priorities by using policies,
data, and resources; collaborating with managers, co-workers,
customers, and other business partners; identifying priorities, deadlines, and
expectations; carrying out tasks; communicating progress and
information; determining and recommending ways to address improvement opportunities; and
adapting to and learning from change, difficulties, and
feedback. Minimum Qualifications... Outlined 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 Qualifications... Outlined below are the optional preferred qualifications for
this position. If none are listed, there are no preferred
qualifications. Supervisory experience Primary Location... 800 W WARNER RD, CHANDLER, AZ 85225-2939, 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, ideas and opinions - while being
inclusive of all people. All the benefits you need for you and your family 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 specific plan or program
terms. For information about benefits and eligibility, see
One.Walmart.com/Benefits. Frequently asked questions On average, it takes 45-60 minutes to complete your application
for the first time. Subsequent applications will take less time to
apply as our system saves some of your application information.
Please note that some positions require the completion of
assessments in order to receive consideration for that role. Those
would take additional time. No, you cannot change your application after submitting, so
please make sure that everything is finalized before you hit the
submit button. Processing of information on paper is minimal, and Walmart
processes application information using an applicant tracking
system (ATS). Access to the data within the ATS is restricted to
authorized personnel, and the system itself is held to high
security standards by Walmart. See All FAQs Recently viewed jobs
Keywords: Wal-Mart, Chandler , Team Leader, Contact Center, Other , Chandler, Arizona
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