Position Summary...

What you'll do...
As a Manager - Contact Center, you will lead a high-performing team to deliver exceptional service to Walmart customers, stores, and associates across multiple channels—phone, chat, and email. You will be responsible for driving operational excellence, coaching team members, and ensuring performance metrics are consistently met. This role requires a strategic mindset, robust people leadership, and a passion for customer experience.

About Team:

The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat,email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.

We Invest in You
At Walmart, we focus on the growth and development of our associates We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition.

We are looking for career minded,



customer centric individuals who are experienced in providing best-in-class customer service.

What you’ ll do

Operational Leadership: Oversee day-to-day contact center operations, ensuring adherence to service level agreements (SLAs), quality standards, and customer satisfaction goals.

Team Development: Coach, mentor, and develop team leads and associates to build a culture of performance, accountability, and continuous improvement.

Performance Management: Monitor key metrics (AHT, CSAT, FCR, etc.), analyze trends, and implement action plans to address performance gaps.

Customer Experience: Champion a customer-first mindset by identifying pain points and driving process improvements to enhance service delivery.

Stakeholder Collaboration: Partner with cross-functional teams including Quality, Training, Workforce Management, and Technology to align on goals and resolve esc

📌 Manager, Contact Center (India)
🏢 WM Global Technology Services India
📍 India