What you'll do...
Customer service practices. Standard Operating Procedures and
defined processes. Standard reporting tools and techniques.
Industry trends. Process improvement techniques.Implements
process improvement plans under guidance by driving the improvement
processes and escalating existing issues. Supports the
identification of opportunities and recommends improvements based
on customer feedback
and trend analysis. Reviews key metrics under guidance to
support root cause identification and solutions.
Lists and features of products and services offered. Utility of
products for customers. Substitutes for products and services
offered by the
company.Describes how products and services fit within the
organization as a whole. Cites examples of how customers use the
and services. Identifies the company's flagship products and
services. Cites examples of how customers use a specific product or
the major functions, features, and capabilities of company
products and services. Informs customers of promotions, offers, and
Principles and techniques of customer communication. Application
and allocation of business communication
communication etiquettes through different interaction
channels.Listens closely to customers, understands, paraphrases,
and prioritizes customer
needs, and provides appropriate solutions. Adapts listening and
facilitation styles to customer communication styles. Manages
associate needs and advocates for their experiences. Uses
various communication mediums appropriately and effectively.
Analyzes customer issues
to understand customer perspectives and communicates
accordingly. Confirms customer understanding by restating customer
concerns or problem
Day-to-day activities performed in customer care service
operations. Ticketing system and other tools used to handle
customer requests. Escalation
matrices. Customer request process lifecycle.Manages contact
center operations and supports new initiatives. Interprets standard
example, call trends, assignment and tracking reports), tracks
key performance metrics, analyzes and interprets overall service
reports, and metrics, and makes necessary adjustments. Oversees
the effective implementation of daily staffing plans and scheduling
the shift in partnership with workflows. Oversees site
management in lean staffing periods (for example, weekend coverage)
and resources for
overtime requirements. Escalate systemic issues through
available channels (for example, Gemba, Leadership, JIRA).
Problem-solving methodologies and tools and the application of
those methodologies and tools (identify, map, break down,
implications). Business requirements, insights, and solutions.
Precedence and use cases and the application of use cases by
thinking and idea generation. Barriers to effective
problem-solving (for example, confirmation biases, mental sets,
functional fixedness, groupthink,
paradigm blindness).Uses fact-finding techniques and diagnostic
tools to identify and break down business problems. Works on
which are specific in nature. Suggests multiple alternatives
approaches/solutions based on internal and external benchmarking.
perspective of each involved stakeholder and seeks perspectives
as appropriate to drive resolutions. Collaborates with stakeholders
function to ensure the implementation of recommended
Data collection modes, techniques, and tools. Data analytics and
visualization tools and techniques. Existing and upcoming digital
other systems used. Technology innovation trends and industry
benchmarks. Data governance as it relates to data quality,
metadata, and data
lineage. Data science techniques and applications.Gather and
interprets data, information, and content in a digital environment.
Reviews data across
systems to ensure the completeness of data and applies data
quality checks. Analyzes and creates reports by using existing
leverages technology to execute transactional activities.
Applies visualization techniques and tools for the effective
representation of data to
stakeholders. Seeks appropriate technology for automation
purposes. Identifies opportunities for improving Walmart's
Tools, techniques, and internal processes for team management.
Team goal setting. Feedback mechanisms. Counseling and mentoring.
of responsibility.Supports teamwork and collaboration, plans,
assigns, and directs work, and recognizes and administers rewards.
performance requirements, provides guidance and coaching,
monitors performance, and helps associates understand and adapt to
interviews, manages performance and behavioral issues, and holds
associates accountable according to company policies and
seeks feedback and helps team members understand strengths and
Complies with company policies, procedures, and standards of
ethics and integrity by implementing related action plans; using
the Open Door Policy;
and applying these in executing business processes and
Completes work assignments and priorities by using policies,
data, and resources; collaborating with managers, co-workers,
customers, and other
business partners; identifying priorities, deadlines, and
expectations; carrying out tasks; communicating progress and
information; determining and
recommending ways to address improvement opportunities; and
adapting to and learning from change, difficulties, and
Outlined below are the required minimum qualifications for this
position. If none are listed, there are no minimum
1 year's experience in retail, contact center operations, or a
Outlined below are the optional preferred qualifications for
this position. If none are listed, there are no preferred
800 W WARNER RD, CHANDLER, AZ 85225-2939, United States of
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 sustainability-and 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 industries-all 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.
All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans
for you & dependents
- Financial benefits including 401(k), stock purchase plans, life
insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work
because of injury, illness, or childbirth
Eligibility requirements apply to some benefits and may depend
on your job classification and length of employment. Benefits are
subject to change and may be subject to specific plan or program
terms. For information about benefits and eligibility, see
Frequently asked questions
- On average, how long does it take to fill out an
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