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At Walmart, we are committed to delivering exceptional customer service while fostering a culture of growth and development for our associates. As a Team Leader in our Contact Center, you will play a critical role in guiding and supporting your team to exceed performance goals, ensure customer satisfaction, and uphold the highest standards of service. You will be responsible for leading a dynamic team in a fast-paced, metrics-driven environment, supporting over 10 million contacts annually via phone, chat, and email.
Key Responsibilities:
Lead by Example: Encourage a culture of excellent customer service and ensure your team consistently meets or exceeds service levels.
Team Development: Support your agents by providing coaching, guidance, and feedback on technology, professional communication, and career development. Foster an environment where individuals can thrive and grow.
Build Strong Relationships: Develop rapport with team members and collaborate effectively to achieve business objectives.
Metrics-Driven Leadership: Monitor and uphold service level metrics, ensuring that your team delivers on performance standards while maintaining customer satisfaction.
Adapt to Change: Embrace change and act as a role model for your team, encouraging flexibility and resilience in a fast-evolving environment.
Drive Results: Oversee daily operations, ensuring that associates remain focused, productive, and aligned with company goals.
Qualifications:
Punctuality & Reliability: Demonstrate a strong commitment to your role, showing up on time and consistently meeting expectations.
Integrity & Professionalism: Act with honesty and transparency, fostering a respectful environment where professionalism is paramount.
Strong Communication Skills: Ability to communicate effectively with both associates and customers, ensuring clear and respectful exchanges.
Team-Centric Approach: Experience in team leadership, with the ability to motivate and inspire others to perform at their best.
Customer-Centric Mindset: A genuine passion for delivering outstanding customer service, and the ability to lead by example.
Adaptability: Comfort with change and the ability to help your team navigate shifts in the workplace and market.
Why Walmart?
We Invest in You! At Walmart, we care about the development and success of our associates. You will have access to career progression opportunities, skill-building programs, and individual/team recognition.
Dynamic Work Environment: Join a team of highly engaged individuals focused on exceeding customer expectations while providing excellent career advancement opportunities.
High-Volume Impact: Be part of a world-class Contact Center handling over 10 million customer interactions annually, making a difference in every interaction.
We are looking for career-minded, customer-focused individuals ready to step into a leadership role. If you are passionate about customer service and motivated to lead a team to success, apply today to join Walmart's Contact Center team!
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