Team Leader, Contact Center

Walmart

Walmart contact center team leader overseeing customer operations, staffing, metrics, and service improvements in Bangalore. Coaching associates and driving data-informed process optimization.

Posted 8/15/2026full-timeBangalore • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in contact center operations, performance metrics, and process improvement techniques while fostering teamwork and collaboration. Proficient in data analysis, reporting, and implementing customer service best practices.

Highest-signal resume keywords

Contact Center OperationsPerformance Metrics AnalysisProcess Improvement TechniquesData Analysis and VisualizationTeam Management and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementData AnalysisPerformance ReportingCustomer Service PracticesProblem-Solving MethodologiesFact-Finding TechniquesDiagnostic ToolsAutomation OpportunitiesTrend AnalysisStaffing Plans

Soft Skills

CollaborationCoachingMentoringCommunicationTeamwork

Tools & Technologies

JIRATicketing SystemsReporting ToolsData Visualization ToolsGemba Leadership

Industry Keywords

RetailContact Center OperationsCustomer Communication PrinciplesService LevelsEscalation Matrices

About the role

Key responsibilities & impact

Comply with company policies, procedures, and standards of ethics and integrity
Complete work assignments and priorities by collaborating with managers, coworkers, customers, and business partners
Implement process improvement plans and escalate issues
Identify improvement opportunities using customer feedback and trend analysis
Review key metrics to support root-cause identification and solutions
Manage contact center operations and support new initiatives
Interpret service-level, performance, call-trend, assignment, and tracking reports
Oversee daily staffing plans, scheduling adherence, site management, weekend coverage, and overtime resources
Escalate systemic issues through available channels such as Gemba Leadership and JIRA
Use fact-finding and diagnostic tools to identify and break down business problems
Suggest alternative solutions based on internal and external benchmarking
Collaborate with stakeholders to implement recommended solutions
Gather, interpret, validate, analyze, and visualize data across systems
Create reports using existing models and templates
Identify automation opportunities and improve data-driven decision-making
Support teamwork and collaboration, assign and direct work, and administer rewards
Communicate performance requirements, coach associates, monitor performance, and support adaptation to change
Conduct interviews, manage performance and behavioral issues, and hold associates accountable
Seek feedback and develop team members through coaching, mentoring, and developmental opportunities
Build relationships with team members and business partners
Promote integrity, compliance, customer-first service, continuous improvement, and Walmart values

Requirements

What you’ll need

1 year's experience in retail, contact center operations, or a related area
1 year's supervisory experience is preferred
Knowledge of customer service practices, standard operating procedures, defined processes, and reporting tools
Knowledge of performance metrics, industry trends, and process improvement techniques
Knowledge of products and services, customer communication principles, and communication etiquette across interaction channels
Knowledge of contact center operations, ticketing systems, escalation matrices, and customer request lifecycles
Knowledge of staffing plans, scheduling adherence, service levels, and performance reporting
Knowledge of problem-solving methodologies, fact-finding techniques, and diagnostic tools
Knowledge of data collection, analytics, visualization, data quality, metadata, data lineage, and data science techniques
Knowledge of team management, goal setting, feedback, counseling, mentoring, and delegation
Ability to collaborate with stakeholders, analyze customer issues, interpret reports, identify solutions, and implement improvements

Benefits

Comp & perks

No explicit benefits, perks, or compensation extras stated