Resolution Specialist, Contact Center

Walmart Inc.; Bentonville (AR); On-site; USD 26,000 - 48,000; Full time

Job summary

Walmart Inc. in Bentonville, AR is seeking a Resolution Specialist for the Contact Center to manage customer interactions, analyze service metrics, and support operational improvements. The role emphasizes effective communication, problem solving, and cross-team collaboration to uphold Walmart's service standards.

The position supports peak periods, uses ticketing systems, and aims to enhance customer experience through data-driven insights and process enhancements.

Qualifications

• Experience in call center environments with strong customer service.
• Ability to analyze performance metrics to drive improvements.
• Proficient in managing inbound calls and resolving issues.
• Skilled in diagnostic tools to identify root causes.
• Familiarity with data analysis and reporting.

Responsibilities

• Manage inbound customer interactions with effective communication to resolve issues promptly.
• Analyze customer concerns using diagnostic tools to provide solutions.
• Use ticketing systems and escalation protocols to address requests.
• Monitor contact center performance metrics to identify trends and improve processes.
• Support daily operations including staffing adjustments during peak periods.
• Collaborate with internal teams to implement service enhancements.
• Leverage data analytics to generate insights for better customer experience.

Skills

Call center experience

Performance metrics analysis

Inbound call handling

Problem solving

Ticketing systems

Escalation processes

Data analysis & reporting

Communication skills

Job description

ISD #9050 805 Se Moberly Ln
Bentonville, AR 72716-72716-7761

R-2685794

$19.00 - $35.00/hr*

Full time

Shifts may vary

Position Summary...

What you'll do...

FOR ARKANSAS-BASED CANDIDATES ONLY
Role summary:

The (USA) 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.

What you'll do:

• 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.

What you’ll bring:

• 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.
• Strong communication skills to adapt to various customer interaction styles and channels.
• Capacity to support process improvements and implement solutions with minimal guidance.
• Familiarity with data analysis and reporting to support decision‑making and service excellence.

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 life cycles 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 factfinding 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 Walmart’s 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.

Demonstrates UpToDate 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