SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

Position Summary

Position Summary...

What you'll do

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 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

Requires knowledge of principles and techniques of customer communication

Application and allocation of business communication styles techniques

Communication stylesnorms through different interaction channels

To be able to listen to customers understands processes and prioritizes customer needs then provides 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 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 blindness

To be able to use factfinding techniques and diagnostic tools to identify and break down business problems related to contact center operations

Suggests multiple alternatives approachesolutions 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 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 describes 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 gathers 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 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 centers data driven decisionmaking

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 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 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 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

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.