Walmart
10,000+ employees
Founded 1962
🛒 Retail
🛍️ eCommerce
👥 B2C
💰 $5G Post-IPO Debt - Walmart on 2023-04
Retail • eCommerce • B2C
Walmart is a multinational retail corporation that operates a large chain of hypermarkets, discount department stores, and grocery stores. Headquartered in Bentonville, Arkansas, Walmart sells a wide range of consumer goods through thousands of physical stores and an e-commerce marketplace, serving consumers directly and supporting extensive logistics and supply-chain operations to stock its network.
Resolution Specialist, Contact Center
🔥 0 minutes ago
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Walmart
10,000+ employees
Founded 1962
🛒 Retail
🛍️ eCommerce
👥 B2C
💰 $5G Post-IPO Debt - Walmart on 2023-04
Retail • eCommerce • B2C
Walmart is a multinational retail corporation that operates a large chain of hypermarkets, discount department stores, and grocery stores. Headquartered in Bentonville, Arkansas, Walmart sells a wide range of consumer goods through thousands of physical stores and an e-commerce marketplace, serving consumers directly and supporting extensive logistics and supply-chain operations to stock its network.
📋 Description
• Provide expert advice and guidance on action plans, information, and best practices supporting customer and business needs • Build relationships with key stakeholders, identify business needs, and implement business solutions • Apply company policies, mission, values, ethics, and compliance standards • Listen to customers, understand processes, prioritize customer needs, and provide solutions through multiple communication channels • Manage contact center operations and support new initiatives • Interpret call trends, assignment and tracking reports, service levels, performance reports, and metrics • Oversee daily staffing plans and contact center operations during lean staffing periods • Manage overtime-related resources and escalate systemic issues using available tools • Investigate and solve contact center operational issues using fact-finding techniques and diagnostic tools • Suggest alternative solutions based on internal and external benchmarking and anticipate roadblocks • Implement process improvement plans and recommend improvements based on customer feedback and trend analysis • Review key metrics to identify root causes and create solutions • Describe Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts, to customers • Gather, interpret, validate, and analyze data across contact center systems • Create reports using existing models and templates and perform data quality checks • Apply data visualization techniques and seek automation opportunities to improve data-driven decision-making • Develop others through feedback, coaching, mentoring, and developmental opportunities • Build collaborative relationships with team members and business partners while communicating with impact • Model integrity, compliance, accountability, customer focus, continuous improvement, innovation, and Walmart values
🎯 Requirements
• 6 months’ experience in retail, contact center operations, or a related area • 1 year of experience with basic computer processing/data entry software • Knowledge of customer communication principles and techniques • Ability to listen to customers, understand processes, prioritize needs, and provide solutions • Knowledge of contact center operations, ticketing systems, escalation matrices, and request lifecycles • Ability to interpret staffing plans, call trends, service levels, performance reports, and key performance metrics • Knowledge of problem-solving methodologies, fact-finding techniques, and diagnostic tools • Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques • Knowledge of Walmart products and services and ability to explain their features and capabilities • Knowledge of data collection, data analytics, visualization tools, digital applications, data governance, and data science techniques • Ability to perform data quality checks, create reports, and use automation and technology tools • Preferred: experience in retail, contact center operations, or a related area
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