Contact Center Team Manager

About the role

Walmart’s Contact Center is looking for an experienced Team Manager to lead a high‑volume team that handles millions of customer interactions each year. You will foster a customer‑focused culture, drive performance metrics, and support your agents in technology, communication, and career growth.

Key responsibilities

• Encourage and promote excellent customer service while upholding service level metrics.
• Assist agents with technology, professional communication, and career development.
• Monitor team metrics, conduct regular meetings and 1:1 coaching sessions.
• Utilize live reports, tooling and contact‑center systems to track performance.
• Collaborate cross‑functionally to optimize planning, staffing, quality, and training.
• Identify improvement opportunities and turn them into actionable initiatives.
• Manage daily work volumes and transactions accurately within established deadlines and policies.

Required profile

• 14‑20 years of relevant customer service experience.
• At least 3 years of experience as a Team Manager in a BPO, Call Center or Global Contact Center.
• Proven ability to coach, develop poor performers and inspire top performers.
• Strong understanding of metrics and ability to explain volume spikes or outliers.
• Flexibility to work rotating shifts in a 24/7 environment, including night shifts.
• Proficiency in Microsoft Office Suite.

What we offer

• Competitive compensation package with performance‑based incentive awards.
• Maternity and parental leave, paid time off and comprehensive health benefits.
• Opportunities for career progression within a large, inclusive organization.
• Supportive culture that values belonging, diversity and equal opportunity.