Why you should apply for a job with Walmart:
- 54%of reviewers say women and men are treated equally at Walmart.
All eligible associates have affordable options that include no lifetime maximum and eligible preventive care covered at 100%.- The enhanced maternity benefit supports birth moms with up to 10 weeks of protected paid time away from work.
- Associates can take advantage of Resources for Living, a free confidential counseling and health information service.
What you'll do at
Position Summary...
What you'll do...
- Responds to incoming specialty process or tier 3 escalated issues and support requests by monitoring incoming requests ; independently researching root cause of complex issues that impact operations and determining resolution ; providing direction for handling sensitive contacts; understanding the training needs by monitoring team's responses; partnering with cross functional key stakeholders to support corporate resolution or action plan; determining concerns to escalate to proper departmental leadership for resolution as needed; communicating large-scale issues to the team members 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 interprets customer and associate feedback by understanding the data trends; monitoring key performance reports (including listening to some calls), root causes of escalations, and trends; and synthesizing, formatting, and compiling the required data into specialist service and feedback reports and sharing with senior leaders.
- Implements process improvement plans by driving the improvement of existing processes and escalating existing issues; and recommends improvements basis customer feedback and trend analysis.
- Coaches team members by providing feedback to enhance skills; providing recognition for success; providing guidance on process operations and implementation plans; developing the team through their weekly plans; making recommendations for additional training; and coaching, mentoring, and developing other associates with or without managerial supervision based on requirements by management.
- 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.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications
2 years' experience in retail, contact center operations, or a related area
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervisory experienceBachelors: Business, Bachelors: Communication, Bachelors: Counseling, Bachelors: Psychology
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainabilityand everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industriesall while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity unique styles, experiences, identities, ideas and opinions while being inclusive of all people.
Need convincing? Let's review Walmart's best features:
- 54%of reviewers say women and men are treated equally at Walmart.
- All eligible associates have affordable options that include no lifetime maximum and eligible preventive care covered at 100%.
- The enhanced maternity benefit supports birth moms with up to 10 weeks of protected paid time away from work.
- Associates can take advantage of Resources for Living, a free confidential counseling and health information service.