Resolution Specialist, Contact Center

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

📋 Description

• Exhibit current expertise and apply it to the development, execution, and enhancement of action plans.

• Offer expert advice and guidance to fulfill customer and business requirements.

• Establish relationships and collaborations with key stakeholders.

• Execute business solutions while monitoring progress and outcomes.

• Address customer and associate needs within the contact center.

• Analyze customer concerns and convey solutions through multiple channels.

• Oversee contact center operations and support new initiatives.

• Interpret service-level reports, performance metrics, call trends, assignments, and tracking reports.

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

• Manage overtime resources and escalate systemic issues using tools such as Gemba Leadership and JIRA.

• Employ fact-finding techniques and diagnostic tools to identify and dissect contact center business challenges.

• Propose alternative solutions based on both internal and external benchmarking.

• Investigate and resolve contact center issues through both horizontal and vertical communication.

• Implement process improvement strategies and suggest enhancements based on customer feedback and trend analysis.

• Review critical metrics to identify root causes and devise solutions.

• Explain Walmart products and services, including their features, capabilities, alternatives, promotions, offers, and discounts.

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

• Generate reports using established models and templates.

• Utilize data visualization techniques and tools to present data to stakeholders.

• Identify opportunities for automation to enhance data-driven decision-making within the contact center.

• Exhibit respect, integrity, customer focus, continuous improvement, collaboration, coaching, and accountability.

⛳️ 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 and data entry software.

• Familiarity with customer communication principles and techniques.

• Ability to listen to customers, comprehend processes, prioritize needs, and provide effective solutions.

• Understanding of contact center operations, ticketing systems, escalation matrices, and the lifecycle of customer requests.

• Capability to interpret reports, service levels, performance metrics, and staffing data.

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

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

• Understanding of Walmart products and services and their features, capabilities, and alternatives.

• Knowledge of data collection, analytics, visualization, data quality, metadata, data lineage, and data science methods in contact center settings.

• Experience with JIRA and related contact center tools.

• Proficiency in using digital applications and systems, creating reports, and performing data quality assessments.

🏝️ Benefits

• A comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Employee discounts on Walmart products and services.

• A dynamic and supportive work environment.