Senior Resolution Coordinator, Contact Center

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

📋 Description

• Develop, communicate, and execute processes and practices that align with business objectives.

• Collaborate effectively with managers, team members, customers, and business partners.

• Analyze information from various sources, track progress and outcomes, and pinpoint opportunities for enhancement.

• Ensure adherence to company policies, procedures, ethics, and integrity standards.

• Lead and engage in teams by coordinating work assignments and offering guidance, feedback, and support.

• Deliver exceptional customer service by providing accurate and timely information while collaborating with stakeholders.

• Assist customers with inquiries related to live contact, restricted account actions, concessions, approvals, and operational support.

• Research and document standard workflows, resource needs, dependencies, and critical factors.

• Monitor and address specialty processes, escalated concerns, and support requests.

• Utilize available tools such as Gemba Leadership and JIRA to escalate systemic issues.

• Listen to customer feedback, comprehend processes, prioritize needs, and deliver effective solutions.

• Employ fact-finding techniques and diagnostic tools to resolve issues in the contact center.

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

• Work alongside contact center stakeholders to implement suggested solutions.

• Execute process improvement plans and escalate ongoing issues as necessary.

• Identify opportunities for enhancement and recommend improvements based on customer feedback and trend analysis.

• Review key metrics to determine root causes and develop solutions.

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

• Collect and interpret data within a digital framework.

• Ensure completeness by reviewing contact center data and conducting data quality checks.

• Analyze and generate reports using existing models and templates.

• Apply data visualization techniques and tools for stakeholders effectively.

• Identify automation prospects and enhance data-driven decision-making.

⛳️ Requirements

• Minimum of 6 months' experience handling and responding to customer inquiries in a contact center or retail setting.

• At least 6 months of experience with basic computer processing/data entry software.

• Familiarity with daily operations in customer care service settings.

• Understanding of ticketing systems and tools used for managing customer requests.

• Awareness of escalation matrices and the lifecycle of customer request processes.

• Knowledge of customer communication principles and techniques.

• Understanding of problem-solving methodologies and tools.

• Familiarity with customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and techniques for process improvement.

• Knowledge of Walmart products and services.

• Understanding of data collection methods, techniques, tools, analytics, visualization, digital applications, data governance, and data science in contact center environments.

• Ability to communicate clearly through speaking, writing, and presentations.

• Proficiency in using fact-finding techniques and diagnostic tools to analyze and deconstruct business problems.

• Ability to analyze data and produce reports.

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

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for career advancement and professional development.

• Employee discounts on Walmart products and services.

• Flexible work schedules.

• Supportive and dynamic work environment.