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, business processes, and best practices • Build relationships with stakeholders and support implementation of business solutions • Manage contact center operations, staffing plans, lean staffing periods, and overtime resources • Interpret call trends, assignment and tracking reports, service levels, performance metrics, and other standard reports • Escalate systemic issues using tools such as Gemba Leadership and JIRA • Identify, diagnose, and solve contact center operational problems using fact-finding and problem-solving techniques • Suggest alternative solutions based on internal and external benchmarking • Implement process improvement plans and recommend improvements based on customer feedback and trend analysis • Review key metrics to support root cause identification and create solutions • Explain Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts • Collect, validate, analyze, and visualize contact center data • Create reports, perform data quality checks, and identify automation and data-driven decision-making opportunities • Communicate across the contact center and collaborate with team members and business partners • Develop others through feedback, coaching, mentoring, and developmental opportunities • Support Walmart's mission, values, ethics, compliance, customer/member focus, and continuous improvement
🎯 Requirements
• Minimum 6 months’ experience in retail, contact center operations, or a related area • Minimum 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, request lifecycles, staffing plans, and performance metrics • Knowledge of problem-solving methodologies, fact-finding techniques, and diagnostic tools • Knowledge of customer service practices, standard operating procedures, reporting tools, process improvement techniques, and industry trends • Knowledge of Walmart products and services • Knowledge of data collection, analytics, visualization, digital applications, data governance, and data science techniques • Ability to communicate horizontally and vertically within the contact center • Ability to use tools including ticketing systems, Gemba Leadership, and JIRA • Preferred: experience in retail, contact center operations, or a related area
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