Resolution Coordinator, Contact Center

This is a fully remote position, open to applicants in India.

📋 Description

• Execute action plans in accordance with the Open Door Policy, alongside company policies, procedures, and ethical standards.

• Complete work tasks by prioritizing assignments, collaborating with managers, colleagues, customers, and business partners, communicating progress effectively, and adapting to changes and feedback.

• Clearly communicate with customers through various interaction channels and provide appropriate solutions.

• Offer customer service for inquiries related to live contact, restricted account actions, concessions, approvals, and operational support.

• Monitor incoming requests, address specialty processes and escalated issues, and escalate systemic challenges utilizing tools such as Gemba Leadership and JIRA.

• Investigate and resolve operational issues in the contact center using fact-finding techniques and diagnostic tools.

• Propose solutions based on internal and external benchmarks and develop workarounds for obstacles.

• Implement process improvement plans for the contact center and suggest enhancements based on customer feedback and trend analysis.

• Analyze key metrics to identify root causes and formulate solutions.

• Explain Walmart's products and services, recognize customer usage patterns, and inform customers about promotions, offers, and discounts.

• Foster collaborative relationships with team members and business partners while facilitating feedback, coaching, mentoring, and developmental opportunities.

• Maintain integrity, ethics, compliance, legal standards, the Walmart Code of Conduct, and company policies.

• Achieve results with a customer/member-first approach and an omnichannel mindset.

• Promote continuous improvement and the adoption of digital tools and innovative working methods.

⛳️ Requirements

• Familiarity with basic computer processing and data entry software.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and advancement.

• Flexible work hours and a supportive work environment.