Resolution Specialist, Contact Center

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

📋 Description

• Offer expert consultation and direction on best practices for customer communication and contact center operations.

• Oversee contact center operations, including staffing strategies, managing lean staffing periods, overtime allocation, and new initiatives.

• Analyze contact center reports, service levels, performance metrics, call trends, assignments, and tracking documentation.

• Elevate systemic issues utilizing tools such as Gemba Leadership and JIRA.

• Employ problem-solving methodologies to identify and address operational challenges within the contact center.

• Collaborate across the contact center to investigate and resolve issues, foresee potential obstacles, and develop workarounds.

• Execute process improvement strategies informed by customer feedback, trend analysis, and critical metrics.

• Articulate Walmart's products and services, detailing features, capabilities, alternatives, promotions, offers, and discounts.

• Gather, validate, analyze, and visualize data from contact center systems.

• Generate reports, conduct data quality assessments, assist in transactional processes, and pinpoint automation prospects.

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

• Achieve results with a focus on customer/member satisfaction and an omnichannel approach, while promoting continuous improvement and digital workflows.

⛳️ Requirements

• A minimum of 6 months’ 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 principles, techniques, styles, and interaction channels of customer communication.

• Capability to listen to customers, comprehend processes, prioritize needs, and offer solutions.

• Understanding of contact center operations, ticketing systems, escalation protocols, and customer request lifecycles.

• Knowledge of problem-solving methodologies, diagnostic tools, benchmarking practices, and common barriers to problem resolution.

• Insight into customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process enhancement techniques.

• Familiarity with Walmart's products and services, including features, capabilities, alternatives, promotions, offers, and discounts.

• Understanding of data collection, analytics, visualization, digital applications, data governance, and data science techniques within contact center settings.

• Ability to communicate effectively both horizontally and vertically within the contact center, working independently or with minimal supervision.

• Adherence to Walmart’s policies, ethics, integrity, and standards.

🏝️ Benefits

• Comprehensive health benefits including medical, dental, and vision coverage.

• Competitive salary with performance-based incentives.

• Opportunities for professional development and advancement.

• Employee discounts on Walmart products and services.

• Flexible work schedules to promote work-life balance.