Full-time 1st Shift Team Manager, Contact Center - DS

Position Summary...

What youll do...

Walmart Mail Order Pharmacy team focuses on delivering the highest level of care for our patients throughout the entire country every single day. Our Walmart Mail Order Pharmacy team operates in many ways like a traditional pharmacy just without meeting our customers facetoface. We believe our people at Walmart Mail Order make the difference and we are committed to developing and empowering our team to help our patients and associates live better.Walmart Mail Order Pharmacy plays an integral part in our mission to making health care more accessible convenient and affordable for the customers in the communities we serve.

We are hiring a Team Manager Contact Center that will work Monday through Friday 10am7pm with a weekend rotation every 6 weeks (depending on business needs).

Minimum Qualifications:

• Bachelors degree in Business Technology Communications or related field OR 2 years experience in retail contact center management or related area.

• 1 years of managing teams in an operations or production environment

Job Duties:

• Designs and performs data analyses by locating pulling and formatting data; synthesizing data; ensuring accuracy and relevance of data; identifying and determining analytical approach; conducting analysis; compiling data into reports and sharing with senior leaders; and advancing analyses based on different business scenarios or assumptions.

• Ensures contact center productivity performance and production by providing feedback on individual areas of opportunities and ensuring resolution specialists and support leads are supported; conducting service reviews; delegating work and overseeing its completion; creating development and improvement strategies for the team; providing direction to leadership on adjusting work environment and tasks; promoting processes that support associate and customer satisfaction; and reporting areas of associate concern to contact center management.

• Resolves escalated contacts by verifying and determining escalation needs for issues; providing direction for handling sensitive contacts; identifying root cause impact on business and key resolution partners for escalated issues; determining resolution options; implementing or influencing other departments to implement resolutions; responding to ad hoc requests for information on escalated contact situations; and partnering with key stakeholders to support corporate resolution or action plan.

• Develops analytics and reporting solutions by identifying business requirements; researching potential solutions; making recommendations to meet business objectives; conducting analysis and design; building solutions and/or collaborating with key stakeholders to build the solutions; and creating reports and communicating results to leadership.

• Demonstrates uptodate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands organizational changes and new responsibilities.

• Models compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

At Walmart we offer competitive pay as well as performancebased 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 companypaid life insurance. Paid time off benefits include PTO (including sick leave) parental leave family care leave bereavement jury duty and voting. Other benefits include shortterm and longterm 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 Better U is a Walmartpaid education benefit program for fulltime and parttime associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors degrees including English Language Learning and shortform 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 .

The annual salary range for this position is $50000.00$95000.00

Additional compensation includes annual or quarterly performance bonuses.

Additional compensation for certain positions may also include:

Complex Structure (based on external factors that create challenges)

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed there are no minimum qualifications.

Bachelors degree in Business Technology Communications or related field OR 2 years experience in retail contact center management or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed there are no preferred qualifications.

Identifying evaluating and resolving customer service or supply chain process gaps Managing teams in an operations or production environment Project Management Supervisory

Primary Location...

1025 W TRINITY MILLS CARROLLTON TXUnited States of America