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 customer communication and contact center best practices • Manage contact center operations, staffing plans, lean staffing periods, overtime resources, and new initiatives • Interpret contact center reports, service levels, performance metrics, call trends, assignments, and tracking reports • Escalate systemic issues using tools such as Gemba Leadership and JIRA • Apply problem-solving methodologies to diagnose and resolve contact center operational issues • Communicate across the contact center to investigate and solve issues, anticipate roadblocks, and create workarounds • Implement process improvement plans based on customer feedback, trend analysis, and key metrics • Explain Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts • Collect, validate, analyze, and visualize data across contact center systems • Create reports, perform data quality checks, support transactional activities, and identify automation opportunities • Build relationships with team members and business partners while supporting coaching, mentoring, feedback, and developmental opportunities • Deliver results with a customer/member-first and omnimerchant mindset while supporting continuous improvement and digital ways of working
🎯 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, techniques, styles, and interaction channels • 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 • Knowledge of problem-solving methodologies, diagnostic tools, benchmarking, and common problem-solving barriers • Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques • Knowledge of Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts • Knowledge of data collection, analytics, visualization, digital applications, data governance, and data science techniques in contact center environments • Ability to communicate horizontally and vertically within the contact center and work with minimal or guided supervision • Ability to comply with Walmart policies, ethics, integrity, and standards
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