Resolution Specialist, Contact Center

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

📋 Description

• Offer specialized advice and direction on action plans, information, and best practices that cater to customer and business requirements.

• Cultivate relationships with essential stakeholders, discern business needs, and execute business solutions.

• Adhere to company policies, mission, values, ethics, and compliance standards.

• Attend to customers, comprehend processes, prioritize their needs, and deliver solutions via diverse communication channels.

• Oversee contact center operations and facilitate new initiatives.

• Analyze call trends, assignment and tracking reports, service levels, performance metrics, and other relevant statistics.

• Supervise daily staffing strategies and manage contact center operations during periods of reduced staffing.

• Administer resources related to overtime and escalate systemic challenges utilizing available tools.

• Investigate and resolve operational challenges within the contact center through fact-finding methods and diagnostic tools.

• Propose alternative solutions informed by internal and external benchmarking while anticipating potential obstacles.

• Execute process improvement plans and suggest enhancements based on customer feedback and trend evaluations.

• Examine key metrics to determine root causes and devise solutions.

• Articulate Walmart's products and services, including their features, capabilities, substitutes, promotions, offers, and discounts, to customers.

• Collect, interpret, validate, and analyze data across contact center systems.

• Generate reports using existing models and templates while conducting data quality assessments.

• Utilize data visualization techniques and explore automation opportunities to enhance data-driven decision-making.

• Foster the development of others through feedback, coaching, mentoring, and growth opportunities.

• Build cooperative relationships with team members and business partners while communicating effectively.

• Exemplify integrity, compliance, accountability, customer focus, continuous improvement, innovation, and uphold Walmart values.

⛳️ Requirements

• Minimum of 6 months of experience in retail, contact center operations, or a related field.

• At least 1 year of experience with basic computer processing/data entry software.

• Understanding of customer communication principles and techniques.

• Capability to listen to customers, grasp processes, prioritize their needs, and provide solutions.

• Familiarity with contact center operations, ticketing systems, escalation matrices, and request lifecycles.

• Ability to interpret staffing plans, call trends, service levels, performance reports, and key performance indicators.

• Knowledge of problem-solving methodologies, fact-finding techniques, and diagnostic tools.

• Awareness of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement strategies.

• Proficient understanding of Walmart products and services with the ability to explain their features and capabilities.

• Knowledge of data collection, data analytics, visualization tools, digital applications, data governance, and data science methodologies.

• Competence in performing data quality checks, generating reports, and utilizing automation and technology tools.

• Preferred: experience in retail, contact center operations, or a related field.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Employee discounts on Walmart products and services.

• Flexible work schedules to promote work-life balance.

• A collaborative and inclusive work environment.