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:

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