Supervisor II, Contact Center Operations - DRAPER - 84020

Company: walmart
Location: Draper
Posted on: June 6, 2021

Job Description:

What you'll do at Position Summary...What you'll do...Modifies contact center operations as required to meet service level agreements by monitoring service levels, resolution specialist performance reports, and metrics; developing skill and service improvement action plans; providing guidance on action plan implementation; adjusting specialty associates' daily work assignments to meet business needs; maintaining appropriate staffing based on service level needs; and approving schedule changes and requests for time off for hourly associates in accordance with company policies and procedures.Ensures contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported; conducting service reviews; delegating work and overseeing its completion; creating development and improvement strategies for the team; providing direction to leadership on adjusting work environment and tasks; promoting processes that support associate and customer satisfaction; and reporting areas of associate concern to contact center management.Resolves escalated contacts by verifying and determining escalation needs for issues; providing direction for handling sensitive contacts; identifying root cause, impact on business, and key resolution partners for escalated issues; determining resolution options; implementing, or influencing other departments to implement, resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan.Develops analytics and reporting solutions by identifying business requirements; researching potential solutions; making recommendations to meet business objectives; conducting analysis and design; building solutions and/or collaborating with key stakeholders to build the solutions; and creating reports and communicating results to leadership.Designs and performs data analyses by locating, pulling, and formatting data; synthesizing data; ensuring accuracy and relevance of data; identifying and determining analytical approach; conducting analysis; compiling data into reports and sharing with senior leaders; and advancing analyses based on different business scenarios or assumptions.Supports the implementation of special projects for the contact center by collaborating with leadership on project requirements; leading cross-functional coordination; evaluating trends and prioritizing potential areas of opportunity; developing project plans and recommending them to leadership; managing project implementation; and tracking and reporting on project status.Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.Benefits & Perks:Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.Equal Opportunity EmployerWalmart, 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.Who WeAreJoin Walmart and your work could help over 275million global customers live better every week. Yes, we are the Fortune #1 company. But youll quickly find were a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the worlds most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, youll be empowered and equipped to do the best work of your life.careers.walmart.comMinimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: Bachelor's degree in Business, Technology , Communications, or related field OR 2 years experience in retail, contact center management, or related area.Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Leading project work streams, Project Management, Supervising Associates, Supply Chain 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 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?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.

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