Senior Resolution Coordinator, Contact Center

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Develop, communicate, and implement processes and practices to meet business needs • Collaborate with managers, coworkers, customers, and business partners • Analyze information from multiple sources, monitor progress and results, and identify improvement opportunities • Support compliance with company policies, procedures, ethics, and integrity standards • Lead and participate in teams by coordinating work assignments and providing advice, feedback, and support • Provide customer service by sharing accurate and timely information and partnering with stakeholders • Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support • Research and document routine workflows, resource requirements, dependencies, and criticalities • Monitor and respond to specialty processes, escalated issues, and support requests • Escalate systemic issues using available tools such as Gemba Leadership and JIRA • Listen to customers, understand processes, prioritize needs, and provide solutions • Use fact-finding techniques and diagnostic tools to resolve contact center business problems • Suggest alternative approaches and solutions based on internal and external benchmarking • Collaborate with contact center stakeholders to implement recommended solutions • Implement process improvement plans and escalate existing issues • Identify opportunities 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 functions, features, capabilities, promotions, offers, and discounts • Gather and interpret data in a digital environment • Review contact center data for completeness and perform data quality checks • Analyze and create reports using existing models and templates • Apply data visualization techniques and tools for stakeholders • Identify automation opportunities and improve data-driven decision-making

🎯 Requirements

• 6 months' experience addressing and responding to customer requests in a contact center or retail industry environment • 6 months experience with basic computer processing/data entry software • Knowledge of day-to-day activities performed in customer care service operations • Knowledge of ticketing systems and tools used to handle customer requests • Knowledge of escalation matrices and customer request process lifecycles • Knowledge of customer communication principles and techniques • Knowledge of problem-solving methodologies and 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 • Knowledge of data collection modes, techniques, tools, analytics, visualization, digital applications, data governance, and data science techniques in contact center environments • Ability to demonstrate clear speaking, writing, and presentation • Ability to use fact-finding techniques and diagnostic tools to identify and break down business problems • Ability to analyze data and create reports • Preferred: experience in retail, contact center operations, or a related area