Walmart

Senior Manager, Contact Center

Walmart

full-time

Posted on:

Location Type: Office

Location: Bentonville • United States

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Salary

💰 $80,000 - $155,000 per year

Job Level

Senior

About the role

  • Lead contact center operations across multiple BPO partners and geographies.
  • Own service level performance, quality metrics, and capacity planning outcomes.
  • Establish and maintain communication standards, QA frameworks, and call monitoring practices.
  • Analyze operational data to identify root causes and implement corrective actions.
  • Partner with Product, Technology, Finance, and Operations to resolve cross-functional issues.
  • Govern vendor performance through scorecards, reviews, and structured improvement plans.
  • Coach and develop managers, driving consistent execution and leadership capability.

Requirements

  • Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area.
  • 6 years’ experience in business, technology, communications, or related area.
  • 2 years’ supervisory experience.
  • 5 years’ experience in customer service, contact center, service desk, or related area.
  • Demonstrated ownership of vendor performance management and SLA accountability.
  • Strong capability in performance metrics, forecasting, and capacity planning.
  • Experience building and operating quality assurance and coaching programs.
  • Data-driven problem-solving skills with a track record of measurable improvement.
  • Proven leadership in developing managers and driving operational discipline in complex organizations.
Benefits
  • 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.
  • Live Better U is a Walmart-paid education benefit program for 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
performance metricscapacity planningquality assurancedata analysisvendor performance managementSLA accountabilitycoaching programsroot cause analysiscorrective actionsforecasting
Soft Skills
leadershipcommunicationproblem-solvingcoachingdevelopmentexecutionorganizational disciplinecross-functional collaborationanalytical thinkinginterpersonal skills