Resolution Specialist, Contact Center
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Job Description
Walmart contact center specialist managing customer operations, staffing, escalations, and service metrics in Chennai. Improving processes and data-driven decision-making while supporting customers and associates.
Responsibilities:
- Provide expert advice and guidance on customer and business needs and support action plans
- Build relationships with key stakeholders and implement business solutions
- Manage customer and associate needs in the contact center
- Handle customer requests using ticketing systems, escalation matrices, and communication channels
- Monitor contact center operations, staffing plans, service levels, performance reports, and overtime resources
- Escalate systemic issues using tools such as Gemba Leadership and JIRA
- Investigate and solve contact center issues using fact-finding techniques and diagnostic tools
- Implement process improvement plans and recommend improvements based on customer feedback and trend analysis
- Review key metrics to identify root causes and create solutions
- Explain Walmart products and services, including promotions, offers, and discounts, to customers
- Gather, validate, analyze, and visualize contact center data
- Create reports, perform data quality checks, and identify automation and data-driven decision-making opportunities
- Develop others through feedback, coaching, mentoring, and developmental opportunities
- Collaborate with team members and business partners to achieve objectives
- Promote Walmart values, integrity, compliance, customer focus, and continuous improvement
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 and techniques
- Ability to listen to customers, understand processes, prioritize needs, and provide solutions
- Knowledge of customer care service operations, ticketing systems, escalation matrices, and customer request lifecycles
- Ability to manage contact center operations and support new initiatives
- Knowledge of problem-solving methodologies, diagnostic tools, customer service practices, standard operating procedures, reporting tools, performance metrics, and process improvement techniques
- Knowledge of Walmart products and services
- Knowledge of data collection, analytics, visualization tools, digital applications, data governance, and data science techniques in contact center environments
- Ability to communicate horizontally and vertically within the contact center
- Ability to work with minimal guidance or guidance as specified
- Demonstrates respect, integrity, collaboration, customer focus, continuous improvement, and proficiency with digital tools
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