Resolution Specialist, Contact Center

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

📋 Description

• Exhibit current expertise and offer professional advice and guidance to assist with action plans and business requirements.

• Develop business solutions by fostering stakeholder relationships, identifying needs, executing processes, monitoring outcomes, and adjusting to evolving demands.

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

• Engage with customers across multiple channels, attentively listen to their needs, analyze issues, and deliver suitable solutions.

• Oversee contact center operations, including ticketing systems, escalation protocols, request lifecycles, staffing strategies, lean-staffing periods, and overtime management.

• Analyze call trends, assignment and tracking reports, service levels, performance reports, and key performance indicators.

• Address systemic issues through tools such as Gemba Leadership and JIRA.

• Employ fact-finding and diagnostic techniques to identify and resolve operational challenges within the contact center.

• Propose alternative solutions based on both internal and external benchmarking, and facilitate communication across the contact center.

• Execute process improvement initiatives, identify opportunities from customer feedback and trend analysis, and assist in root-cause analysis.

• Explain Walmart products and services, recognize customer use cases, and inform customers about promotions, offers, and discounts.

• Gather, validate, analyze, and visualize contact center data; produce reports; conduct data-quality assessments; and pinpoint automation opportunities.

• Promote respect, integrity, customer focus, continuous improvement, collaboration, coaching, mentoring, and uphold Walmart values.

⛳️ Requirements

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

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

• Familiarity with customer communication principles, techniques, styles, and interaction channels.

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

• Awareness of Walmart products and services.

• Proficiency in 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 and tackle operational problems with minimal guidance.

🏝️ Benefits

• Competitive salary and performance-based incentives.

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

• Opportunities for career advancement and professional development.

• Employee discounts on Walmart products and services.

• Flexible scheduling options to promote work-life balance.