SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

Position Summary

Develops communicates and implements processes and practices to meet business needs by collaborating with managers coworkers customers and other business partners analyzing and applying information from multiple sources monitoring progress and results and identifying and addressing improvement opportunities.

Demonstrates promotes and supports compliance with company policies procedures and standards of ethics and integrity by explaining guiding and demonstrating how to apply these in executing business processes and practices implementing related action plans using the Open Door Policy and assisting management with correcting ethical and compliance issues and problems.

Leads and participates in teams by using and sharing resources information and tools determining customer needs and business priorities coordinating and executing work assignments providing advice feedback and support to ensure timelines and work quality are achieved and modeling and helping others with how to adapt to change or new challenges.

Responsibilities

• 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 provide customer service by sharing accurate and timely information with customers utilizing quality guidelines and resources and partnering with stakeholders as needed.
• Supports customers with live contactrelated questions restricted account actions concessions approvals and other operational support and performs research as needed.
• Documents routine workflows resource requirements dependencies and criticalities.
• Responds to incoming specialty processes escalated issues and support requests by monitoring incoming requests.
• Escalates systemic issues using available tools for example Gemba Leadership JIRA.
• Demonstrates knowledge of principles and techniques of customer communication application and allocation of business communication styles techniques and norms through different interaction channels to listen to customers understand processes and prioritize customer needs then provide solutions.
• Speaks writes and presents clearly; applies the concept of customer analysis to deliver relevant communications.
• Applies problem-solving methodologies and tools; uses factfinding techniques and diagnostic tools to identify and break down business problems related to contact center operations; suggests multiple alternatives/approaches based on internal and external benchmarking.
• Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions.
• Carries out responsibilities with guidance; implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues; reviews key metrics to support root cause identification and create solutions.
• Describes how Walmart products and services fit within the organization; identifies how customers use the products and services offered by Walmart; informs customers of promotions offers and discounts.
• Gathers and interprets data in a digital environment; reviews data across contact center systems to ensure completeness and performs data quality checks; analyzes and creates reports using existing models/templates; leverages technology to execute transactional activities and applies visualization techniques to present data to stakeholders.
• Seeks appropriate technology for automation purposes; identifies opportunities for improving the contact center's data-driven decision-making.
• Respects the individual; demonstrates and encourages respect for others; drives a positive associate and customer experience; embraces differences in people cultures ideas and experiences; supports workplaces where associates 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.
• 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.
• 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 customer/member 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 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.

Skills

• Data analytics
• Data visualization
• Data governance
• Gemba Leadership
• JIRA
• Process improvement
• Problem solving
• Customer service
• Stakeholder collaboration

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.