Position Summary…
What you’ll do…
Job title: Team Leader, Contact Center
At Walmart we are always “Happy to Help”
The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.
We Invest in You!
At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression, and providing individual and team recognition.
We are looking for career minded, customer centric individuals who are experienced in providing best-in-class customer service.
Essential Job Functions
As a Team Leader, you will be responsible for encouraging excellent customer service to our customers, stores, and associates. You must be able to assist agents with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customers’ needs, you must be punctual, reliable, embrace change, act with integrity and be dedicated to making a difference.
The Requirements:
- Ability to assist agents with elevated inquiries
- De-escalate customer/associate concerns
- Conduct weekly team meetings and 1:1’s with direct reports
- Lead a remote workforce
- Monitor agent metrics and coach agents as necessary
- Support agent career growth and development
- Encourage support and engagement throughout the team
- Partnership with peers to maintain business goals
- Monitor weekly payroll sheets
- Minimum 1 year in retail, contact center operations, or related field
- Proficiency in Microsoft Office Suite
- Preferred – minimum 6 months supervisory experience
Location: Work from Home in Approved States
Hours: We provide 24/7 customer care with a variety of shift opportunities
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam’s Club facilities. Programs range from high school completion to bachelor’s degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The hourly wage range for this position is $21.00-$40.00*
*The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.
Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.
Minimum Qualifications…
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
1 year’s experience in retail, contact center operations, or a related area.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervisory experience
Primary Location…
805 Se Moberly Ln, Bentonville, AR 72712, United States of America
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 sustainability—and 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 industries—all 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, abilities, ideas and opinions- while being inclusive of all people.