Resolution Specialist, Contact Center

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

📋 Description

• Offer expert advice and insights on customer communication, business processes, and industry best practices.

• Foster relationships with stakeholders and assist in implementing business solutions.

• Oversee contact center operations, including staffing plans, lean staffing periods, and overtime management.

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

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

• Identify, assess, and resolve operational challenges within the contact center using fact-finding and problem-solving techniques.

• Propose alternative solutions informed by both internal and external benchmarking.

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

• Examine key metrics to aid in root cause analysis and develop solutions.

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

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

• Generate reports, conduct data quality assessments, and pinpoint opportunities for automation and data-driven decision-making.

• Facilitate communication across the contact center and collaborate with team members and business partners.

• Mentor and develop others through feedback, coaching, mentoring, and providing developmental opportunities.

• Uphold Walmart's mission, values, ethics, compliance standards, customer/member focus, and commitment to continuous improvement.

⛳️ Requirements

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

• Minimum 1 year of experience with basic computer processing and data entry software.

• Understanding of customer communication principles and techniques.

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

• Familiarity with contact center operations, ticketing systems, escalation matrices, request lifecycles, staffing plans, and performance metrics.

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

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

• Familiarity with Walmart products and services.

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

• Ability to communicate effectively both horizontally and vertically within the contact center.

• Proficient in using tools such as ticketing systems, Gemba Leadership, and JIRA.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and advancement.

• Employee discounts on Walmart products and services.

• A supportive work environment that values diversity and inclusion.