Resolution Specialist, Contact Center

Position Summary...

What you'll do... 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 Requires knowledge of principles and techniques of customer communication Application and allocation of business communication stylestechniques Communication stylesnorms 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 daytoday activities performed in customer care service operations Ticketing systems and other tools used to handle customer requests Escalation matrices Customer request process lifecycles 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 problemsolving 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 blindnessTo 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 approachessolutions 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 Walmarts 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 modelstemplates 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 datadriven decisionmaking

Respect the Individual: Demonstrates and encourages respect for others drives a positive associate and customermember 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 others 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 Walmarts 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 selfaware honest and transparent

Serve our Customers and Members Delivers results while putting the customermember first and applying an omnimerchant mindset and acts with an Every Day LowCost mindset to drive value and Every Day Low Prices for customersmembers

Serve our Customers and Members Adopts a broad perspective that considers data analytics customermember 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

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.

In retail, contact center operations, or a related area

Primary Location... #173, 3rd Floor, Block B, Sholinganallur , India