Team Leader, Contact Center

Walmart

Walmart contact center team leader managing customer service metrics and associate performance in Bangalore. Coaching associates and improving high-volume phone, chat, and email support operations.

Posted 8/5/2026full-timeBangalore • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong leadership in managing a customer contact center team, focusing on performance optimization, coaching, and enhancing customer experience through effective planning and execution. Proficient in utilizing reports and tools to monitor team metrics and drive impactful actions.

Highest-signal resume keywords

Team LeadershipCustomer Experience ManagementCoaching and DevelopmentPerformance OptimizationMicrosoft Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ExperienceContact Center OperationsTeam ManagementPerformance ManagementVolume Analysis

Soft Skills

CommunicationEngagementCoachingCollaborationInspiration

Tools & Technologies

ReportsDashboardsContact Center ToolsTooling Systems

Industry Keywords

BPORetailCall CenterCustomer Support

About the role

Key responsibilities & impact

Conduct team meetings and one-to-one meetings with associates
Monitor team metrics and assist Team Leadership with coaching to optimize performance
Analyze volume spikes and other outlier issues
Encourage support and engagement across the team
Partner with peers to build and maintain business goals
Improve customer experience through cross-functional optimization of planning, staffing, performance management, quality, and training
Lead a customer contact center team supporting customers, stores, and associates through phone, chat, and email
Coach team members, develop poor performers, and inspire top performers
Use reports, dashboards, tooling, systems, and contact center tools to monitor customer experience and metrics
Identify customer improvement opportunities and turn them into impactful actions
Manage daily team work volumes and transactions accurately within deadlines and established policies

Requirements

What you’ll need

Minimum 1 year's experience in retail, contact center operations, or a related area
7–12 years of relevant customer service experience
At least 3 years of experience as a team leader in a BPO or call center company
Preferred minimum 2-year supervisory experience
Proficiency in Microsoft Office Suite
Ability to work in a 24/7 environment with rotating weekly time off
Ability to work permanent night shifts or assigned rotational shifts
Experience leading a team with responsibility for daily activities impacting customer experience
Experience using live and legacy reports, tooling, and systems
Experience coaching team members at all levels
Ability to manage daily work volumes and transactions accurately within established deadlines and policies

Benefits

Comp & perks

Incentive awards for performance
Maternity and parental leave
Paid time off (PTO)
Health benefits
Career growth and development opportunities
Individual and team recognition
Training in future-focused skillsets