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Manager, Workforce Operations (DFW Call Center)


Fort Worth, TX 76101
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Job Details

978558BRReq ID:978558BRCompany 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 (DFW Call Center)Employment Type:Full TimeCity:FORT WORTHState:TXPosition Description:Were looking for an experience contact center workforce manager to assist with the incredibly fast-paced growth of Walmarts Online Grocery division and their supporting call centers. We need someone who will understand the nuances in an ever changing contact rate during a constant increase in volume so that we can remain well-staffed and within budget during the expansion of our business.

Develops, manages, and provides governance for Walmart Grocerys volume forecast and budget

Supports achievement of service level agreements for all contact center operations groups

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

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 strategic analysis of contact center operational efficiencyMinimum Qualifications:Bachelor s degree in Business, Finance, Human Resources, Communication, Education, or related field and 2 years experience assessing or developing business, scheduling processes in a production, sales, or customer service environment, or related field OR 4 years experience assessing or developing business, scheduling processes in a production, sales, or customer service environment, or related field.Additional Preferred Qualifications: 2 years experience managing contact center operations with multiple locations supporting multiple contact channels.

3 years' experience working with contact center workforce scheduling systems, like Aspect or similar systems.

3 years experience analyzing and forecasting data, and creating reports.

3 years experience conducting workforce scheduling in the customer service or retail industry.

3 years experience providing customer service in a contact center with multiple queues.Category:Customer Service and Call Center Hourly/Salary:SalaryShift:0Division:WalmartRequisition Template:Home Office
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