Resolution Specialist, Contact Center

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Walmart

WebsiteLinkedInAll Job Openings

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

• Demonstrate up-to-date expertise and apply it to developing, executing, and improving action plans • Provide expert advice and guidance to support customer and business needs • Build relationships and partnerships with key stakeholders • Implement business solutions and monitor progress and results • Manage customer and associate needs in the contact center • Analyze customer issues and communicate solutions through various channels • Manage contact center operations and support new initiatives • Interpret service-level reports, performance metrics, call trends, assignment, and tracking reports • Oversee daily staffing plans and contact center operations during lean staffing periods • Manage overtime-related resources and escalate systemic issues using available tools such as Gemba Leadership and JIRA • Use fact-finding techniques and diagnostic tools to identify and break down contact center business problems • Suggest alternative solutions based on internal and external benchmarking • Investigate and solve contact center issues through horizontal and vertical communication • Implement process improvement plans and recommend improvements based on customer feedback and trend analysis • Review key metrics to identify root causes and create solutions • Explain Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts • Gather, interpret, validate, and analyze data across contact center systems • Create reports using existing models and templates • Apply data visualization techniques and tools to represent data to stakeholders • Identify automation opportunities and improve data-driven contact center decision-making • Demonstrate respect, integrity, customer focus, continuous improvement, collaboration, coaching, and accountability

🎯 Requirements

• 6 months’ experience in retail, contact center operations, or a related area • 1 year’s 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 customer request lifecycles • Ability to interpret reports, service levels, performance metrics, and staffing data • Knowledge of problem-solving methodologies, diagnostic tools, and fact-finding techniques • 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 their features, capabilities, and substitutes • Knowledge of data collection, analytics, visualization, data quality, metadata, data lineage, and data science techniques in contact center environments • Experience with JIRA and related contact center tools • Ability to use digital applications and systems, create reports, and perform data quality checks