Manager - Data & Analytics, Contact Center

Position Description
Manages analytical strategies, processes, and best practices by partnering with cross-functional teams across the company; benchmarking to
industry standards and incorporating best practices into processes; developing assessments of key opportunities; supporting data driven strategies;
providing contact center insights to leadership throughout the company; providing specialized leadership and insight throughout contact center
projects; and analyzing existing processes to drive continuous improvement of the analytics program.
Provides data-based insight to drive strategy and operational effectiveness by coordinating the development of complete datasets needed to support
project and departmental level models; designing analytical models for the contact center involving multiple statistical techniques and/or stakeholders;
coordinating with internal and external customers to build consistent and accurate strategies for using contact center area metrics; identifying critical
factors influencing project and operational objectives; conducting and interpreting trend and impact analysis; performing or directing analyses utilizing
advanced software and techniques (for example, statistical analysis software (SAS), dynamic structured query language (SQL), mathematical
modeling); and evaluating and interpreting results accurately.
Consults with internal organizations on highly complex or significant matter contacts using data analysis by developing data modeling that identifies
vulnerabilities; prioritizing and executing analytics for highly complex or significant contacts; supporting the integration and prioritization of timelines,
tasks, analysis, and team assignments; building solution and/or collaborating with key stakeholders (for example, Walmart Technology, third-party
suppliers) to build the solution; and ensuring analysis identifies potential current or future trends in order to support the contact center operations.
Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders;
supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for
and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting
continuous learning.
Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and
ensuring diversity awareness.
Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by
implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing
business processes and practices.
Minimum Qualifications
Bachelor's degree in Mathematics, Statistics, Business, or related field and 2 years' experience in data analytics, statistics, or related field OR 4
years' experience in data analytics, statistics, or related field.
Additional Preferred Qualifications
3 years' experience using in-database analytics, SQL, or similar programming languages to retrieve, merge, and hygiene data from multiple
sources or platforms.
3 years' experience using a Business Intelligence (BI) tool (for example, Oracle) to create a report to specifications.
2 years of supervisory experience.
Employment Type:
Full Time
Position Type:
Req ID:
Company 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. Today, nearly 260 million customers visit our more than 11,500 stores under 72 banners in 28 countries and e-commerce sites in 11 countries each week. With fiscal year 2016 revenue of $482.1 billion, Walmart employs 2.3 million associates worldwide ? 1.5 million in the U.S. alone. It's all part of our unwavering commitment to creating opportunities and bringing value to customers and communities around the world.

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