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Team Leader, Contact Center

Company: Wal-Mart
Location: Chandler
Posted on: June 9, 2021

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


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

  • Multiple health plan options, including vision & dental plans for you & dependents
  • Financial benefits including 401(k), stock purchase plans, life insurance and more
  • Associate discounts in-store and online
  • Education assistance for Associate and dependents
  • Parental Leave
  • Pay during military service
  • Paid Time off - to include vacation, sick, parental
  • Short-term and long-term disability for when you can't work because of injury, illness, or childbirth

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

Frequently asked questions

  • On average, how long does it take to fill out an application?

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.

  • Can I change my application after submitting?

No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button.

  • How do you protect my personal information?

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.

  • What are the recommended Internet Browsers for applying for open roles?
  • Internet Explorer 8.0+
  • Firefox 4.0+
  • Safari 4.0+
  • Chrome 12+

See All FAQs

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Keywords: Wal-Mart, Chandler , Team Leader, Contact Center, Other , Chandler, Arizona

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