Position Summary…
What you’ll do…
Executes special projects for the contact center by collaborating with leadership on project requirements; coordinating with necessary cross-functional teams; researching trends to determine potential areas of opportunity; working with leadership to develop project plans; assisting in project implementation; and tracking and reporting on individual project work.
Responds to and follows up on incoming specialty process and support requests by monitoring incoming requests; independently researching complex issues; researching root causes of issues that impact operations and determining resolution; analyzing data captured and tracked for incoming specialty and escalated process and support requests; determining concerns to escalate to proper departmental leadership for resolution; communicating large-scale issues to expedite responses for future calls; maintaining issue and resolution data for root cause analysis and future resolution improvement; and providing support on development of field communication and knowledge content to mitigate contacts.
Analyzes and reports on incoming contacts and contact resolutions by communicating with business partners to clarify business goals; analyzing incoming contact data; identifying trends in issues that require additional training for the business on how to avoid errors in the future; communicating with cross-functional teams to provide resolution for issues verifying data accuracy; recommending solutions within business areas; ensuring that resolutions meet business requirements; and reporting findings and recommended resolution to business partners.
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 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.
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.
Live our ValuesCulture Champion• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.Servant Leadership• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.Embrace ChangeCuriosity & Courage• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.Digital Transformation & Change• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.Deliver for the CustomerCustomer Focus• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.Strategic Thinking• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team’s strategy.Focus on our AssociatesDiversity, Equity & Inclusion• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.Collaboration & Influence• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.Talent Management• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others’ contributions and accomplishments.
Minimum Qualifications…
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
- 2 years’ experience in retail, merchandise, customer support, contact center, or a related field.
Preferred Qualifications…
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Associate’s degree in Business Administration, Retail Merchandising, or related field OR 1 year’s experience in business management, merchandising, or a related field., Identifying, evaluating, and resolving customer service or supply chain process gaps