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Walmart

Senior Manager, Contact Center – Business Performance & Analytics

Walmart

Walmart senior manager optimizing Sam's Club contact center performance through analytics and workforce forecasting. Leading BPO oversight, staffing strategy, performance measurement, and cross-functional improvement initiatives.

Posted 8/5/2026full-timeBentonville • 🇺🇸 United StatesSenior💰 $80,000 - $155,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in data analysis, performance management, and cross-functional team leadership to drive continuous improvement in contact center operations. Proven ability to develop strategies that enhance associate development and align initiatives with organizational goals.

Highest-signal resume keywords
Data AnalysisPerformance ReportingLeadership SkillsCustomer Service ManagementCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
Data AnalysisStatisticsPerformance ManagementTrend AnalysisRoot Cause AnalysisVolume ForecastingPerformance Measures DesignOperational ManagementService Level Target ManagementCritical Thinking
Soft Skills
Interpersonal CommunicationProblem-SolvingCritical Thinking
Tools & Technologies
Workforce Management (WFM)WFaaS
Certifications & Qualifications
Project Management Professional
Industry Keywords
Contact CenterCustomer ServiceBPORetail ManagementBusiness AdministrationOperations Management

Tech Stack

Tools & technologies
PMP

About the role

Key responsibilities & impact
  • Lead and oversee data of BPO partners and internal Associates through trend analysis and cross-functional root cause analysis
  • Develop and implement strategies to optimize performance management and enhance associate development
  • Use data analysis and performance reporting to identify trends, mitigate risks, and drive continuous improvement
  • Foster cross-functional collaboration to align contact center initiatives with broader organizational goals
  • Provide thought leadership and guidance to teams, promoting effective problem solving and critical thinking
  • Manage resources and staffing to meet service level targets and operational demands
  • Lead the WFM forecasting (WFaaS) team to ensure proper staffing and volume forecasting
  • Manage and design all performance measures on a quarterly basis

Requirements

What you’ll need
  • Option 1: 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
  • Option 2: 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
  • Strong leadership skills with ability to lead cross-functional teams and drive development management initiatives
  • Expertise in data analysis and statistics
  • Excellent interpersonal communication skills
  • Demonstrated problem-solving and critical thinking abilities
  • Experience in performance reporting and call center environment management
  • Preferred: Leading a cross-functional team
  • Preferred: Project Management
  • Preferred: Supervisory experience
  • Preferred: Master's degree in Business Administration, Computer Engineering, or Operations Management
  • Preferred: Project Management Professional certification

Benefits

Comp & perks
  • Performance-based bonus awards
  • Medical, vision, and dental coverage
  • 401(k)
  • Stock purchase
  • Company-paid life insurance
  • Paid time off (PTO)
  • Parental leave
  • Family care leave
  • Bereavement leave
  • Jury duty leave
  • Voting leave
  • PTO and/or PPTO for vacation, sick leave, holidays, or other purposes
  • Short-term and long-term disability
  • Company discounts
  • Military Leave Pay
  • Adoption and surrogacy expense reimbursement
  • Live Better U company-paid education benefit
  • Tuition, books, and fees completely paid for eligible education programs
  • English Language Learning and short-form certificates through Live Better U