Resolution Specialist, Contact Center

About the Role

The Resolution Specialist, Contact Center, plays a critical role in managing customer interactions by applying effective communication techniques and problem-solving skills to address inquiries and concerns. This position requires analyzing service metrics, supporting operational processes, and implementing improvements to enhance customer experience. The specialist collaborates across teams to resolve issues efficiently while maintaining compliance with company policies and standards. By leveraging data insights and industry best practices, the role contributes to optimizing contact center performance and delivering consistent, high-quality service aligned with organizational goals.

About the Team

The Walmart People Services Contact Center team delivers dependable support to associates across multiple channels, emphasizing accuracy, responsiveness, and professionalism. The team focuses on solution-oriented service and fostering associate development through strong relationship building. Operating in a collaborative environment, members prioritize effective communication and continuous improvement to enhance the associate experience. Committed to service excellence, the team ensures consistent, high-quality support aligned with Walmart’s operational goals and standards, contributing to a positive and efficient workplace that values performance and problem-solving expertise.

Key Responsibilities

• Manage inbound customer interactions by applying effective communication techniques to understand and resolve issues promptly.
• Analyze customer concerns using diagnostic tools and problem-solving methodologies to provide accurate solutions.
• Utilize ticketing systems and escalation protocols to address and track customer requests efficiently.
• Monitor contact center performance metrics and reports to identify trends and recommend process improvements.
• Support daily contact center operations, including staffing adjustments and resource management during peak periods.
• Collaborate with internal teams to implement service enhancements and resolve systemic issues.
• Leverage data analytics tools to generate insights that improve customer experience and operational efficiency.
• Apply knowledge of customer communication principles and techniques.
• Listen to customers, understand processes, and prioritize customer needs to provide solutions.
• Adapt listening and facilitation styles to customer communication styles.
• Own customer and associate needs in the contact center.
• Use various communication mediums.
• Analyze customer issues to understand customer perspectives and communicate accordingly.
• Confirm customer understanding by restating customer concerns or problem statements.
• Manage contact center operations and support new initiatives.
• Interpret standard reports (e.g., call trends, assignment and tracking reports, key performance metrics).
• Analyze and interpret overall service levels, performance reports, and metrics, and make adjustments as needed.
• Oversee the effective implementation of daily staffing plans.
• Oversee contact center operations during lean staffing periods and manage resources related to overtime requirements.
• Escalate systemic issues using available tools (e.g., Gemba Leadership, JIRA).
• Use fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations.
• Suggest alternative approaches and solutions for contact center issues based on internal and external benchmarking.
• Communicate horizontally and vertically within the contact center to investigate and solve contact center issues.
• Anticipate roadblocks and generate creative workarounds.
• Implement process improvement plans by driving the improvement of existing contact center processes and escalating existing issues.
• Support the identification of opportunities and recommend improvements based on customer feedback and trend analysis.
• Review key metrics to support root cause identification and create solutions.
• Describe how Walmart products and services fit within the organization.
• Identify how customers use the products and services offered by Walmart.
• Identify Walmart’s flagship products and services.
• Describe the major functions, features, and capabilities of products and services.
• Inform customers of promotions, offers, and discounts.
• Gather and interpret data, information, and content in a digital environment.
• Review data across contact center systems to ensure completeness and perform data quality checks.
• Analyze and create reports using existing models and templates, and leverage technology to execute transactional activities for the contact center.
• Apply visualization techniques and tools for effective representation of data to stakeholders.
• Seek appropriate technology for automation purposes.
• Identify opportunities for improving the contact center’s data-driven decision-making.
• Demonstrate up-to-date expertise and apply it to the development, execution, and improvement of action plans by providing expert advice and guidance to others.
• Support and provide implementation of business solutions by building relationships and partnerships with key stakeholders.
• Identify business needs, determine and carry out necessary processes and practices, and monitor progress and results.
• Recognize and capitalize on improvement opportunities and adapt to competing demands, organizational changes, and new responsibilities.
• Model compliance with company policies and procedures and support company mission, values, and standards of ethics and integrity.
• Demonstrate and encourage respect for others.
• Drive a positive associate and customer member experience for all.
• Embrace differences in people, cultures, ideas, and experiences.
• Support workplaces where associates feel seen and connected through a culture of belonging.
• Demonstrate engagement and commitment to the team.
• Develop others through feedback, coaching, mentoring, and developmental opportunities.
• Recognize other contributions and accomplishments.
• Build strong and trusting relationships with team members and business partners.
• Work collaboratively to achieve objectives.
• Communicate with impact and listen attentively to a range of audiences.
• Demonstrate energy and positivity for own work.
• Maintain and promote the highest standards of integrity, ethics, and compliance.
• Model the Walmart values and lead by example to foster our culture.
• Follow the law, our code of conduct, and company policies, and encourage others to do the same.
• Support an environment where associates feel comfortable sharing concerns.
• Reinforce our culture of non-retaliation.
• Listen to concerns raised by associates and take action.
• Act with accountability for achieving results in a way that is consistent with our values.
• Deliver results while putting the customer member first and applying an omni merchant mindset.
• Act with an Every Day Low-cost mindset to drive value and Every Day Low Prices for customers members.
• Adopt a broad perspective that considers data analytics, customer member insights, and different parts of the business when making plans.
• Consistently raise the bar and seek to improve.
• Demonstrate curiosity and a growth mindset.
• Seek feedback, ask thoughtful questions, support innovation, and intelligent risk-taking.
• Exhibit resilience in the face of setbacks.
• Implement and support continuous improvements and willingly embrace new digital tools and ways of working.

Requirements & Tech Stack

• Communication skills: Strong, adaptable to various customer interaction styles and channels.
• Problem-solving methodologies and diagnostic tools.
• Ticketing systems.
• Escalation protocols/matrices.
• Contact center operations knowledge.
• Data analytics tools.
• Reporting tools and techniques.
• Performance metrics.
• Customer service practices.
• Standard operating procedures and defined processes.
• Industry trends.
• Process improvement techniques.
• Features of products and services offered by Walmart.
• 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 (data quality, metadata, data lineage).
• Data science techniques and applications in the contact center environment.
• Open Door Policy.
• Gemba Leadership.
• JIRA.

Qualifications

• Proven experience in call center environments with strong customer service skills.
• Ability to analyze and interpret performance metrics to drive operational improvements.
• Proficient in managing inbound calls and resolving complex customer issues effectively.
• Skilled in applying problem-solving methodologies and diagnostic tools to identify root causes.
• Knowledge of contact center operations, ticketing systems, and escalation processes.
• Capacity to support process improvements and implement solutions with minimal guidance.
• Familiarity with data analysis and reporting to support decision-making and service excellence.
• Ability to carry out responsibilities with minimal guidance.
• Ability to carry out responsibilities with guidance.
• Ability to gather and interpret data, information, and content in a digital environment.
• Ability to describe how Walmart products and services fit within the organization.
• Ability to identify how customers use the products and services offered by Walmart.
• Ability to identify Walmart’s flagship products and services.
• Ability to describe the major functions, features, and capabilities of products and services.
• Ability to inform customers of promotions, offers, and discounts.
• Demonstrates expertise and applies it to the development, execution, and improvement of action plans.
• Provides expert advice and guidance to others in the application of information and best practices.
• Supports and aligns efforts to meet customer and business needs.
• Builds commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders.
• Identifies business needs, determines and carries out necessary processes and practices, monitors progress and results.
• Recognizes and capitalizes on improvement opportunities and adapts 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.
• 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.
• Demonstrates engagement and commitment to the team.
• Develops others through feedback, coaching, mentoring, and developmental opportunities.
• Recognizes other contributions and accomplishments.
• 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.
• Demonstrates energy and positivity for own work.
• Maintains and promotes the highest standards of integrity, ethics, and compliance.
• Models the Walmart values and leads by example to foster our culture.
• Supports Walmart's goal of becoming a regenerative company.
• 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 non-retaliation.
• Listens to concerns raised by associates and takes action.
• Acts with accountability for achieving results in a way that is consistent with our values.
• Delivers results while putting the customer member first and applying an omni merchant mindset.
• Acts with an Every Day Low-cost mindset to drive value and Every Day Low Prices for customers members.
• Adopts a broad perspective that considers data analytics, customer member insights, and different parts of the business when making plans.
• Consistently raises the bar and seeks to improve.
• Demonstrates curiosity and a growth mindset.
• Seeks feedback, asks thoughtful questions, supports innovation, and intelligent risk-taking.
• Exhibits resilience in the face of setbacks.
• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.
• 6 months’ experience in retail, contact center operations, or a related area.
• 1 years' experience with basic computer processing/data entry software.