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
• Demonstrate up-to-date expertise and provide expert advice and guidance to support action plans and business needs • Implement business solutions by building stakeholder relationships, identifying needs, carrying out processes, monitoring results, and adapting to changing demands • Apply company policies, mission, values, ethics, and compliance standards in business processes • Communicate with customers through various channels, listen to customer needs, analyze issues, and provide appropriate solutions • Manage contact center operations, including ticketing systems, escalation matrices, request lifecycles, staffing plans, lean-staffing periods, and overtime resources • Interpret call trends, assignment and tracking reports, service levels, performance reports, and key performance metrics • Escalate systemic issues using tools such as Gemba Leadership and JIRA • Use fact-finding and diagnostic techniques to identify and solve contact center operational problems • Suggest alternative solutions based on internal and external benchmarking and communicate across the contact center • Implement process improvement plans, identify opportunities from customer feedback and trend analysis, and support root-cause analysis • Describe Walmart products and services, identify customer use cases, and inform customers about promotions, offers, and discounts • Collect, validate, analyze, and visualize contact center data; create reports; perform data-quality checks; and identify automation opportunities • Support respect, integrity, customer focus, continuous improvement, collaboration, coaching, mentoring, and Walmart values
🎯 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, customer service practices, standard operating procedures, reporting tools, performance metrics, and process improvement techniques • Knowledge of Walmart products and services • 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 guidance on operational problems
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