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Manager - Workforce Operations Contact Center - WCO


Bentonville, AR 72712
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1014347BRReq ID:1014347BRCompany Summary: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, over 260 million customers and members visit our 11,695 stores under 59 banners in 28 countries and e-commerce websites in 11 countries. With fiscal year 2017 revenue of $485.9 billion, Walmart employs approximately 2.3 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 Title:Manager - Workforce Operations Contact Center - WCOEmployment Type:Full TimeCity:BENTONVILLEState:ARPosition Description:

+ Analyzes and interprets integrated information and provides strategic analysis to improve Contact Center operational efficiency and effectiveness

+ Coordinates, completes, and oversees job-related activities and assignments

+ Develops and manages Contact Center operations schedules

+ Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity

+ Provides data based insights in support of strategic initiatives

+ Provides strategic oversight of internal and external workforce management and call allocation initiatives and training across the customer service channels

+ Provides supervision and development opportunities for associates

+ Supports achievement of service level agreements for all Contact Center Operations groups and drives sound business decisions

Minimum Qualifications:

+ 5 years' experience assessing or developing business or scheduling processes in a production, sales, or customer service environment.

+ Bachelor s degree in Business, Human Resources, Communication, Education, or related field OR 2 years experience in contact center, retail, or related field.

Additional Preferred Qualifications:

+ 2 years' experience analyzing and forecasting data and creating reports.

+ 2 years' experience working with contact center workforce scheduling systems.

+ 2 years' supervisory experience.

+ 3 years' experience providing customer service in a contact center with multiple queues.

+ 5 years' experience conducting workforce scheduling in the customer service or retail industry.

Category:Business Development Hourly/Salary:SalaryShift:0Division:WalmartDivision Summary: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 sustainabilityand 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 industriesall 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?Requisition Template:Home Office
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