Outsource Manager, Contact Center (Third-Party Operations)
Company Description
Who we are ... Providers Business Support to cross-functional Marketplace Business and Seller Support Teams. User and Seller-reputed company trouble ticket support and resolution, UAT and business requirement gathering support, and data update-reputed company tasks with the reputed company Ecosystem
Job Description
What you'll do... Position Summary As an Outsource Operations Manager for Walmart eCommerce, you will be responsible for day-to-day supervision of 3rd party contact center providers to support delivery of reputed company operational KPIs. The Outsource Operations Manager will be responsible for remote, and onsite focus groups, remote call monitoring, as well as developing presentations and leading various meetings internally and with partners. In this role, you will be responsible for identifying opportunities for improvement, quantifying impacts, and collaborating with key stakeholders (for example, Quality, Training, and Technology) in order to reputed company action plans to improve KPIs, support implementation of process changes, track and evaluate success of process changes, and communicate results of changes to leadership. Position Description You will coordinate, complete, and manage outsourced partner performance for Walmart eCommerce Customer Service. You will ensure compliance with company policies and procedures and support company mission, values, and standards of ethics and reputed company. The Outsource Operations Manager will ensure operational objectives are communicated to cross-functional business partners and external partners to reputed company awareness of business performance and drive accountability. You will identify and reputed company process improvement and cross functional projects for the Customer Service Call Center Operations to completion. The Outsource Operations Manager monitors compliance of external partners with established Walmart eCommerce Operations processes. You will manage customer experience improvements; identify and communicate performance drivers to ensure visibility; provide weekly and monthly performance updates to senior leadership.
Qualifications
Minimum Qualifications Bachelors degree, preferably in Business Excellent communication or storytelling skills 4+ years´ BPO experience 4+ years experience in a Customer Service Center/ Call center environment 2+ Warehouse Management Systems and/or Order Management Systems 4+ years Vendors/ Outsourcing management experience 4+ years´ in Analytics experience using multiple data sources Proficient in reputed company, metrics and KPIs, Tableu, PowerBi Ability to travel internationally up to 50% of the time 2+ years´ OPS (Operations experience) Additional Preferred Qualifications 2+ years eCommerce Retail experience 2+ years experience developing and implementing call center metrics WFM experience a plus Project management experience (certification a plus) Additional Information Benefits: Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. Equal Opportunity Employer: Walmart, Inc. is an Equal Opportunity Employer By Choice. We reputed company we are best equipped to help our associates, customers and the communities we serve live reputed company reputed company we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, reputed company and opinions while being inclusive of reputed company people Apply Job!