Contact Center Manager

About the role

The Contact Center Manager will lead a high‑performing team that serves Walmart customers, stores and associates across phone, chat and email. You will be responsible for operational excellence, coaching, and ensuring key performance metrics are consistently met in a fast‑paced, 24/7 environment.

Key responsibilities

• Oversee daily contact‑center operations, ensuring compliance with service level agreements, quality standards and customer‑satisfaction goals.
• Coach, mentor and develop team leads and associates to foster a culture of performance, accountability and continuous improvement.
• Monitor and analyze metrics such as AHT, CSAT and FCR, creating action plans to close performance gaps.
• Identify pain points in the customer journey and drive process improvements to enhance service delivery.
• Partner with Quality, Training, Workforce Management and Technology teams to align goals and resolve escalations.
• Ensure adherence to company policies, regulatory requirements and data‑privacy standards.
• Lead change initiatives, including new process roll‑outs, technology adoption and organizational shifts.

Required profile

• 14‑20 years of customer‑service experience with at least 3 years in a managerial role within a BPO or contact‑center environment.
• Proven ability to lead diverse, high‑volume teams, manage performance and foster engagement.
• Strong analytical skills with command of contact‑center metrics and reporting tools.
• Excellent verbal and written communication skills, capable of influencing across all levels.
• Bachelor’s degree in any discipline; certifications in contact‑center management or operations are a plus.

What we offer

• Competitive compensation with incentive awards based on performance.
• Comprehensive benefits package including health coverage, PTO, maternity and parental leave.
• Opportunities for career progression within Walmart Global Tech.
• Inclusive culture that values diversity and belonging.