Senior Manager, Contact Center - Business Performance & Analytics

About the role

The Senior Manager, Business Performance & Analytics, leads operational excellence and strategic initiatives to enhance Member service delivery. This role requires strong leadership in managing cross-functional teams, driving performance improvements, and overseeing budget and resource allocation. The position demands expertise in data analysis, trend evaluation, and change management to optimize contact center efficiency. The successful candidate will foster collaboration, mentor team members, and apply critical thinking to solve complex challenges, ensuring alignment with organizational goals and delivering exceptional customer experiences.

What you'll do

• Lead and mentor teams to ensure high performance and operational excellence.
• Oversee cross-functional collaboration to drive continuous improvement and effective problem resolution.
• Utilize data analysis and trend evaluation to inform strategic decisions and optimize contact center operations.
• Manage annual budget preparation, invoice review, and performance reporting to maintain financial accountability.
• Implement change management initiatives to enhance customer experience and operational efficiency.
• Foster a culture of extreme ownership and critical thinking to meet organizational goals.
• Support development and execution of analytic applications to improve service delivery.

What you'll bring

• Proven ability to lead cross-functional teams with strong mentorship and collaboration skills.
• Expertise in problem solving and critical thinking to drive effective decision-making.
• Proficiency in analytic applications, data analysis, and strategic analysis to support business objectives.
• Experience in annual budget preparation, invoice review, and performance reporting.
• Strong skills in statistics and trend analysis to identify opportunities and inform strategies.
• Demonstrated ownership and accountability in managing change and delivering results.
• Commitment to teamwork and fostering a cooperative work environment.

Qualifications

• Minimum Qualifications:
• Option 1: Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years’ experience in retail management, business, technology, communications, or related area.
• Option 2: 6 years’ experience in business, technology, communications, or related area. 2 years’ supervisory experience.
• 5 years’ experience in customer service, contact center, service desk, or related area.
• Preferred Qualifications:
• Leading a cross-functional team,
• Project Management,
• Supervisory experience,
• Masters: Business Administration, Masters: Computer Engineering, Masters: Operations Management,
• Project Management - Project Management Professional - Certification

Benefits

• Competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!
• Health benefits include medical, vision and dental coverage.
• Financial benefits include 401(k), stock purchase and company-paid life insurance.
• Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting.
• You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
• The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
• For information about PTO, see here.
• Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• Lifetime learning benefits through Live Better U are available to full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.
• Benefits are subject to change and may be subject to a specific plan or program terms.