Overview
Position Summary
This role supports contact center operations by resolving customer issues, applying customer communication practices, and assisting with the execution and improvement of operational plans. The position involves working with stakeholders, monitoring service performance, and helping implement business solutions that align with customer and business requirements.
Key Responsibilities
- Apply current knowledge and best practices to support action plans and operational improvements in the contact center.
- Build partnerships with stakeholders, identify operational needs, and help implement business solutions while tracking progress and results.
- Follow company policies, standards of ethics, and the Open Door Policy while supporting business processes and operational plans.
- Communicate effectively with customers through different channels, listen to concerns, understand needs, and provide appropriate solutions.
- Analyze customer issues, confirm understanding by restating concerns, and ensure customer and associate needs are addressed.
- Support day to day contact center activities including ticket handling, escalation processes, and request lifecycle management.
- Review operational reports such as call trends, assignment tracking, and performance metrics to help maintain service levels.
- Assist with staffing plans during peak or lean periods and escalate systemic issues using tools such as Gemba Leadership and JIRA.
- Use problem solving techniques and diagnostic tools to identify operational issues and recommend alternative solutions based on benchmarking.
- Collaborate across teams to investigate contact center challenges and develop workarounds for potential roadblocks.
- Support process improvement initiatives by reviewing metrics, identifying root causes, and recommending changes based on customer feedback and trends.
- Maintain knowledge of Walmart products and services and explain features, capabilities, and promotions to customers.
- Collect and interpret data from contact center systems, perform data quality checks, and prepare reports using available templates and models.
- Apply data visualization techniques and use digital tools to support reporting, automation opportunities, and data driven decision making.
Work Culture and Values
The role promotes respect for individuals, collaboration with team members, and positive engagement with associates and customers. Associates are encouraged to build strong working relationships, communicate effectively, and contribute to a culture of belonging.
Employees are expected to act with integrity by following company policies, maintaining ethical standards, and encouraging an open environment where concerns can be raised without retaliation.
The position also emphasizes delivering results for customers while maintaining a data informed perspective and supporting continuous improvement, innovation, and the adoption of new digital tools.
Minimum Qualifications
- At least 6 months of experience in retail, contact center operations, or a related field.
- About 1 year of experience working with basic computer processing or data entry software.
Preferred Qualifications
- Additional experience in retail, contact center operations, or similar service environments is beneficial.
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Key Skills
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Education Requirements
- Any bachelor's degree
- or equivalent experience in retail or contact center operations
Eligible Batch Years
Walmart
Walmart Inc. is a global retail giant headquartered in Bentonville, Arkansas, USA. Founded in 1962 by Sam Walton, Walmart has grown to become the world's largest company by revenue, operating a vast network of hypermarkets, discount department stores, and grocery stores across multiple countries. With over 2.3 million employees worldwide, Walmart serves hundreds of millions of customers each week through its physical stores and expanding e-commerce platforms. The company's mission is to help people save money so they can live better, focusing on affordability, convenience, and customer satisfaction.
Walmart maintains a dominant position in the retail industry, leveraging its scale to offer competitive pricing and a wide range of products, from groceries and household goods to electronics and apparel. In recent years, the company has made significant strides in digital transformation, investing heavily in online retail, supply chain innovation, and sustainability initiatives. Notable achievements include expanding its online marketplace, enhancing delivery and pickup services, and committing to ambitious environmental goals such as achieving zero emissions by 2040.
Company Details
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Websitewalmart.com