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Walmart is a local grocery store in Ontario. It is the biggest grocery store in town, and it could get busy with lots of customers

Walmart is a local grocery store in Ontario. It is the biggest grocery store in town, and it could get busy with lots of customers coming in and out. The company asks some of the managers to work beyond their normal tasks to help in the front-line operations. Emma Walsh, who works at the company as an assistant manager for over six years, shares that she and her other colleagues (who are also managers) were asked to do tasks as hourly workers for more than eight hours a day. Some of the duties include interacting with customers as they enter or exit the store, assisting with their queries regarding some of the items, operating the cash registers or checkout areas, and doing the inventory. Emma, together with the other assistant managers, are expecting to get paid for the extra hours that they worked as hourly employees. However, Walmart is denying them these payments because they are labeled "managers". In Ontario, managers and supervisors do not qualify for overtime pay if the work that they do is managerial or supervisory. In this case, Emma and the other managers performed other kinds of tasks that are not managerial or supervisory, and they claim that this happens on a regular basis. Walmart is now facing a potential lawsuit over wage theft. Emma and the other managers claim that they are only managers in name, but they work as hourly employees. They claim that Walmart purposefully classified them as managers to avoid paying them overtime.


Recommend a brand new "Specialized" contact centre to handle special scenarios like yours. Explain its role, functionality, characteristics, and your reasoning. Our group recommends a specialized contact center that handles unique customer scenarios with ease. The Human Resource Contact Centre will be responsible for scheduling and staffing solutions within the store and its operations. They will have constant communication with each employee to make sure that they are updated with everyone's schedule and duties. They will also closely monitor the store's performance and will provide necessary solutions to staffing issues. They will work on process improvements (including technical) when it comes to employee-customer relations, especially during busy seasons. The role of this contact center would be to provide effective customer support and resolve any issues the customer may have with one call. There would need to be trained agents that have expertise in Walmart's products and a wide array of communication skills. One important characteristic that this contact center would need is personalized service for customers. The staff taking the calls would need to have the ability to handle unique issues that customers may have.

Using the case, and the recommended "specialized" contact centre above, complete the following sections for the specialize contact centre:

Functionality:  

What is the mandate for this centre?  

What does this centre do? For whom? 

 Explain the benefit of this new centre over what exists today.

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