Resolution Specialist, Contact Center
Job Description:
- Provide expert advice and guidance on customer communication and contact center best practices
- Manage contact center operations, staffing plans, lean staffing periods, overtime resources, and new initiatives
- Interpret contact center reports, service levels, performance metrics, call trends, assignments, and tracking reports
- Escalate systemic issues using tools such as Gemba Leadership and JIRA
- Apply problem-solving methodologies to diagnose and resolve contact center operational issues
- Communicate across the contact center to investigate and solve issues, anticipate roadblocks, and create workarounds
- Implement process improvement plans based on customer feedback, trend analysis, and key metrics
- Explain Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts
- Collect, validate, analyze, and visualize data across contact center systems
- Create reports, perform data quality checks, support transactional activities, and identify automation opportunities
- Build relationships with team members and business partners while supporting coaching, mentoring, feedback, and developmental opportunities
- Deliver results with a customer/member-first and omnimerchant mindset while supporting continuous improvement and digital ways of working
Requirements:
- 6 months’ experience in retail, contact center operations, or a related area
- 1 year’s experience with basic computer processing/data entry software
- Knowledge of customer communication principles, techniques, styles, and interaction channels
- Ability to listen to customers, understand processes, prioritize needs, and provide solutions
- Knowledge of contact center operations, ticketing systems, escalation matrices, and customer request lifecycles
- Knowledge of problem-solving methodologies, diagnostic tools, benchmarking, and common problem-solving barriers
- Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques
- Knowledge of Walmart products and services, including features, capabilities, substitutes, promotions, offers, and discounts
- Knowledge of data collection, analytics, visualization, digital applications, data governance, and data science techniques in contact center environments
- Ability to communicate horizontally and vertically within the contact center and work with minimal or guided supervision
- Ability to comply with Walmart policies, ethics, integrity, and standards
Benefits: