Assistant Manager I - Operations, Contact Center (Nights/Weekends)

Position Description
Drives contact center productivity, performance, and production by providing feedback on individual areas of opportunities and ensuring resolution
specialists and support leads are supported in addressing these areas; conducting service reviews; delegating work and overseeing its completion;
creating team strategies for development and improvement; providing direction to adjust 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; 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 (for
example, Legal, Corporate Security, Media Relations) to support corporate resolution or action plan.
Modifies and adjusts contact center operations as required to meet service level agreements by monitoring service levels and resolution specialists
level performance reports and metrics (for example, quality reviews, punctuality, handle time); developing skill and service improvement action
plans;providing guidance on action plan implementation; adjusting hourly 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 (RTOs) for hourly associates in
accordance with policy.
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 Business, Technology, Communications, or related field OR 2 years' experience in retail, contact center management, or
related field.
Additional Preferred Qualifications
2 years' experience retail, operations, or merchandising.
2 years' experience supervising teams in an operations or production environment.
3 years' experience in customer service, contact center, service desk, or related experience.
1 year of supervisory experience.
Employment Type:
Full Time
Position Type:
Company Summary
Wal-Mart Stores, Inc. (NYSE: WMT) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.
Req ID:

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