Sr RESOLUTION COORDINATOR, CONTACT CENTER

• 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.
• 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, and 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 contact-related 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 and JIRA.
• Requires knowledge of principles and techniques of customer communication, application and allocation of business communication styles and techniques.
• To be able to listen to customers, understand processes and prioritize customer needs, then provide solutions.
• Demonstrates an ability to speak, write, and present clearly.
• Seeks help to understand company protocols for communicating with different types of customers.
• Applies the concept of customer analysis to deliver relevant communications.
• Requires knowledge of problem-solving methodologies and tools, including precedence and use cases for business problems and barriers to effective problem solving (for example, confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness).
• To be able to use fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations.
• Suggests multiple alternatives/approaches for contact center issues based on internal and external benchmarking.
• Understands the perspectives of each involved stakeholder to drive resolutions for the contact center.
• Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions.
• Requires knowledge of customer service practices, standard operating procedures and defined processes, standard reporting tools and techniques, performance metrics, industry trends, and 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; ability 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 interpret data, information, and content 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 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 center's data-driven decision making.

Core Competencies and Values

• 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 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.
• 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 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 omnimerchant 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 risk-taking, 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.

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.