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Associate Operations Manager - Customer Care Center - DFW

Walmart


Location:
FORT WORTH, TX
Date:
03/21/2017
Job Code:
854160
Walmart
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Job Details

JobId: 854160
JobTitle: Associate Operations Manager - Customer Care Center - DFW
City: FORT WORTH
State: TX
Description:

Department Summary

Our Customer Care team, made up of superheroes, is our secret weapon for delivering an amazing digital shopping experience! Building upon Sam Walton’s foundation of integrity, respect, customer service, and a quest for excellence, our Dallas Fort Worth Customer Care Center provides high-touch escalation support to Walmart.com customers. Our teams are continuously improving and setting new standards in customer support by being fanatical in our desire to resolve customer inquiries.


Position Summary


Position Summary

As the BPO Operations Supervisor for Walmart eCommerce, you will be responsible for supporting the Operations Manager for the Outsources Partners to drive performance improvements at the Outsource Partner locations. An individual in this position will be expected to perform several job related responsibilities and duties as assigned and/or necessary to drive operational performance improvements.

Position Description

You will coordinate, complete, and oversee outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity. The BPO Operations Supervisor will insure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion The Operations Manager monitors compliance of external partners (for example, suppliers, transportation) with established Walmart eCommerce Operations processes You will provides supervision and development opportunities for Customer Call Center Agents.

Essential Job Functions:



  • Coordinates, completes and support job-related activities and assignments for Outsource Contact Center operations by developing and maintaining relationships with key stakeholders at the outsource Partner locations.


  • Support plans and initiatives identified by the Operations Manager to improve performance with Outsource partners.


  • Identify and address improvement opportunities internally and at the Outsource Partners.


  • Resolves escalated customer concerns by determining the appropriate resolution.


  • Provide direction for handling sensitive customer issues identified by the Operations manager or Outsource Partner.


  • Utilize reports to respond to scheduled or ad hoc requests for information on performance opportunities or successes. Report trends in performance and identify gaps in reporting impacting the ability to proactively address performance concerns.


  • Work with the Operations Manager to develop and execute continuous improvement business processes and procedures.


  • Partner with Outsource Partners to develop and implement tactical processes and improvements to ensure operational performance objectives and metrics are met.


  • Monitor Outsource partner performance. This includes but is not limited to: attending scheduled and ad hoc meetings, listening to live and recorded calls, monitoring queue performance.


  • Travel is necessary to perform one or more essential functions of this position. Travel requirements include traveling both domestically and internationally to and from multiple facilities requiring consecutive overnight stays.


  • Work with internal resources to develop and implement action plans to support performance objectives and metrics.



Position Description


You will coordinate, complete, and oversee outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity. The BPO Operations Supervisor will insure operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance You will identify and lead process improvement and cross functional projects for the Customer Service Call Center Operations to completion The Operations Manager monitors compliance of external partners (for example, suppliers, transportation) with established Walmart eCommerce Operations processes You will provides supervision and development opportunities for Customer Call Center Agents.
Essential Job Functions:



  • Coordinates, completes and support job-related activities and assignments for Outsource Contact Center operations by developing and maintaining relationships with key stakeholders at the outsource Partner locations.


  • Support plans and initiatives identified by the Operations Manager to improve performance with Outsource partners.


  • Identify and address improvement opportunities internally and at the Outsource Partners.


  • Resolves escalated customer concerns by determining the appropriate resolution.


  • Provide direction for handling sensitive customer issues identified by the Operations manager or Outsource Partner.


  • Utilize reports to respond to scheduled or ad hoc requests for information on performance opportunities or successes. Report trends in performance and identify gaps in reporting impacting the ability to proactively address performance concerns.


  • Work with the Operations Manager to develop and execute continuous improvement business processes and procedures.


  • Partner with Outsource Partners to develop and implement tactical processes and improvements to ensure operational performance objectives and metrics are met.


  • Monitor Outsource partner performance. This includes but is not limited to: attending scheduled and ad hoc meetings, listening to live and recorded calls, monitoring queue performance.


  • Travel is necessary to perform one or more essential functions of this position. Travel requirements include traveling both domestically and internationally to and from multiple facilities requiring consecutive overnight stays.


  • Work with internal resources to develop and implement action plans to support performance objectives and metrics.



Minimum Qualifications


  • Bachelor’s degree, preferably in Engineering, Business or Logistics


  • 2+ years’ experience in a Customer Service Center environment, Warehouse Management Systems and/or Order Management Systems


  • 2+ years management experience


  • Project management experience (certification a plus)


Additional Preferred Qualifications

eCommerce Retail experience
2+ years’ experience working in customer care centers
2+ years’ experience developing and implementing call center metrics


Company Summary

Walmart Global eCommerce is comprised of Walmart.com, VUDU, SamsClub.com, and our technical powerhouse @WalmartLabs. Here, innovators incubate next gen e-commerce solutions in real-time. We integrate online, physical, and mobile shopping experiences for billions of customers around the globe. How do we do it? We continuously build and invest in new technology including open source tools and big data innovations. Data scientists, front and back-end engineers, product managers, and web and UX/UI teams collaborate alongside e-commerce experts to envision, prototype, and bring revolutionary ideas to life in a dynamic, flexible and fun work culture.


Req ID:

790710BR



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