Resolution Specialist, Contact Center

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities

Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices

Requires knowledge of principles and techniques of customer communication

Application and allocation of business communication styles/techniques

Communication styles/norms through different interaction channels

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

Adapts listening and facilitation styles to customer communication styles

Owns customer and associate needs in the contact center

Uses various communication mediums

Analyzes customer issues to understand customer perspectives and communicates accordingly

Confirms customer understanding by restating customer concerns or problem statements

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

Customer request process lifecycles

To be able to manage contact center operations and supports new initiatives

Interprets standard reports (for example, call trends, assignment and tracking reports, key performance metrics), analyzes and interprets overall service levels, performance reports, and metrics, and makes adjustments as needed

Oversees the effective implementation of daily staffing plans

Oversees contact center operations during lean staffing periods (for example, weekends) and manages resources related to overtime requirements

Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA)

Requires knowledge of problem-solving 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 carry out the responsibilities with minimal guidance, uses fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations

Suggests alternative approaches/solutions for contact center issues based on internal and external benchmarking

Communicates horizontally and vertically within the contact center to investigate and solve contact center issues

Anticipates roadblocks and generates creative workarounds

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 describe 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 gather 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 decision-making

Live our Values :Culture Champion: Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmarts commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance

Live our Values: Servant Leadership: Is consistently humble, self-aware, honest, and transparent

Embrace Change: Curiosity & Courage: Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks

Embrace Change: Digital Transformation & Change: Implements and supports continuous improvements and willingly embraces new digital tools and ways of working

Deliver for the Customer: Customer Focus: Delivers results while putting the customer first and applying an omni-merchant mindset and the EDLP and EDLC business models to all plans

Deliver for the Customer: Strategic Thinking: Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans

Focus on our Associates: Diversity, Equity & Inclusion: Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs

Focus on our Associates: Collaboration & Influence: Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact to a range of audiences; and demonstrates energy and positivity for own work

Focus on our Associates: Talent Management: Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others contributions and accomplishments