Resolution Specialist, Contact Center
Position Summary...
What you'll do...
FOR ARKANSAS-BASED CANDIDATES ONLYRole summary:
The (USA) Resolution Specialist, Contact Center, plays a critical role in managing customer interactions by applying effective communication techniques and problem-solving skills to address inquiries and concerns. This position requires analyzing service metrics, supporting operational processes, and implementing improvements to enhance customer experience. The specialist collaborates across teams to resolve issues efficiently while maintaining compliance with company policies and standards. By leveraging data insights and industry best practices, the role contributes to optimizing contact center performance and delivering consistent, high-quality service aligned with organizational goals.
About the team:
The Walmart People Services Contact Center team delivers dependable support to associates across multiple channels, emphasizing accuracy, responsiveness, and professionalism. The team focuses on solution-oriented service and fostering associate development through strong relationship building. Operating in a collaborative environment, members prioritize effective communication and continuous improvement to enhance the associate experience. Committed to service excellence, the team ensures consistent, high-quality support aligned with Walmart’s operational goals and standards, contributing to a positive and efficient workplace that values performance and problem-solving expertise.
What you'll do:
- Manage inbound customer interactions by applying effective communication techniques to understand and resolve issues promptly.
- Analyze customer concerns using diagnostic tools and problem-solving methodologies to provide accurate solutions.
- Utilize ticketing systems and escalation protocols to address and track customer requests efficiently.
- Monitor contact center performance metrics and reports to identify trends and recommend process improvements.
- Support daily contact center operations, including staffing adjustments and resource management during peak periods.
- Collaborate with internal teams to implement service enhancements and resolve systemic issues.
- Leverage data analytics tools to generate insights that improve customer experience and operational efficiency.
What you'll bring:
- Proven experience in call center environments with strong customer service skills.
- Ability to analyze and interpret performance metrics to drive operational improvements.
- Proficient in managing inbound calls and resolving complex customer issues effectively.
- Skilled in applying problem-solving methodologies and diagnostic tools to identify root causes.
- Knowledge of contact center operations, ticketing systems, and escalation processes.
- Strong communication skills to adapt to various customer interaction styles and channels.
- Capacity to support process improvements and implement solutions with minimal guidance.
- Familiarity with data analysis and reporting to support decision-making and service excellence.
Requires knowledge of principles and techniques of customer communication Application and allocation of business communication styles techniques Communication styles norms through different interaction channels To be able to listen to customers understands processes and prioritizes customer needs then provides solutions Adapts listening and facilitation styles to customer communication styles Owns customer and associate needs in the contact center Uses various communication mediums Analyzes customer issues to understand customer perspectives and communicates accordingly Confirms customer understanding by restating customer concerns or problem statements.
Requires knowledge of day to day activities performed in customer care service operations Ticketing systems and other tools used to handle customer requests Escalation matrices Customer request process life cycles To be able to manage contact center operations and supports new initiatives Interprets standard reports for example call trends assignment and tracking reports key performance metrics analyzes and interprets overall service levels performance reports and metrics and makes adjustments as needed Oversees the effective implementation of daily staffing plans Oversees contact center operations during lean staffing periods for example weekends and manages resources related to overtime requirements Escalates systemic issues using available tools for example Gemba Leadership JIRA.
Requires knowledge of problem solving methodologies and tools Precedence and use cases for business problems Barriers to effective problem solving for example confirmation bias mental set functional fixedness groupthink paradigm blindness To be able to carry out the responsibilities with minimal guidance uses factfinding techniques and diagnostic tools to identify and break down business problems related to contact center operations Suggests alternative approaches solutions for contact center issues based on internal and external benchmarking Communicates horizontally and vertically within the contact center to investigate and solve contact center issues Anticipates roadblocks and generates creative workarounds.
Requires knowledge of customer service practices Standard operating procedures and defined processes Standard reporting tools and techniques Performance metrics Industry trends Process improvement techniques To be able to carry out the responsibilities with guidance implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis With guidance reviews key metrics to support root cause identification and create solutions.
Requires knowledge of features of products and services offered by Walmart Utility of the products offered to customers Product and service substitutes To be able to describe how Walmart products and services fit within the organization Identifies how customers use the products and services offered by Walmart Identifies Walmart’s flagship products and services Describes the major functions features and capabilities of products and services Informs customers of promotions offers and discounts.
Requires knowledge of data collection modes techniques and tools Data analytics and visualization tools and techniques Existing and upcoming digital applications and other systems used in the contact center Technology innovation trends and industry benchmarks Data governance as it relates to data quality metadata and data lineage Data science techniques and applications in the contact center environment To be able to gather and interprets data information and content in a digital environment Reviews data across contact center systems to ensure completeness and performs data quality checks Analyzes and create reports using existing models templates and leverages technology to execute transactional activities for the contact center Applies visualization techniques and tools for effective representation of data to stakeholders Seeks appropriate technology for automation purposes Identifies opportunities for improving the contact centers data driven decision making.
Demonstrates UpToDate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs, determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities.
Models’ compliance with company policies and procedures and supports company mission values and standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door Policy and demonstrating and assisting others with how to apply these in executing business processes and practices.
Respect the Individual: Demonstrates and encourages respect for others drives a positive associate and customer member experience for all embraces differences in people cultures ideas and experiences supports workplaces where associated feel seen and connected through a culture of belonging, so all associates thrive and perform contributes to an environment allowing everyone to bring their best selves to work
Respect the Individual: Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes other contributions and accomplishments
Respect the Individual: Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work
Act with Integrity: Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmart's goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving
Act with Integrity: Follows the law our code of conduct and company policies and encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values
Act with Integrity: Is consistently humble self-aware honest and transparent
Serve our Customers and Members Delivers results while putting the customer member first and applying an omni merchant mindset and acts with an Every Day Low-cost mindset to drive value and Every Day Low Prices for customers members
Serve our Customers and Members Adopts a broad perspective that considers data analytics customer member insights and different parts of the business when making plans
Strive for Excellence: Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks
Strive for Excellence: Implements and supports continuous improvements and willingly embraces new digital tools and ways of working
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The hourly wage range for this position is $19.00 - $35.00* *The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.
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Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
6 months’ experience in retail, contact center operations, or a related area.1 years' experience with basic computer processing/data entry software
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Fluency in a language other than English (e.g., Spanish, Mandarin, etc.) based on business and customer needs., In retail, contact center operations, or a related area