Resolution Coordinator, Contact Center

Walmart

. Implement company policies, procedures, ethics standards, and related action plans .

Posted 9/24/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service operations, including effective communication, problem-solving methodologies, and process improvement techniques. Proficient in utilizing tools like JIRA and Gemba Leadership to enhance customer interactions and operational efficiency.

Highest-signal resume keywords

Customer Communication PrinciplesProcess Improvement TechniquesJIRA ProficiencyProblem-Solving MethodologiesCustomer Service Practices

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Service OperationsData AnalysisProcess ImprovementFact-Finding TechniquesDiagnostic ToolsTrend AnalysisTicketing SystemsEscalation MatricesReporting ToolsBasic Computer Processing

Soft Skills

Effective CommunicationCollaborationCustomer FocusIntegrityAccountability

Tools & Technologies

JIRAGemba Leadership

Industry Keywords

Customer Care ServiceContact Center OperationsWalmart Products and ServicesStandard Operating ProceduresPerformance Metrics

About the role

Key responsibilities & impact

Implement company policies, procedures, ethics standards, and related action plans
Complete work assignments and priorities using policies, data, and resources
Collaborate with managers, coworkers, customers, and business partners
Communicate progress, information, priorities, deadlines, and expectations
Provide customer service through accurate and timely information and stakeholder partnership
Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support
Research customer requests and document workflows, resource requirements, dependencies, and criticalities
Monitor incoming requests and respond to specialty processes, escalated issues, and support requests
Escalate systemic issues using available tools such as Gemba Leadership and JIRA
Investigate and solve contact center issues using fact-finding techniques and diagnostic tools
Suggest alternative solutions using internal and external benchmarking
Anticipate roadblocks and generate creative workarounds
Implement process improvement plans and escalate existing issues
Identify improvement opportunities using customer feedback and trend analysis
Review key metrics to support root-cause identification and create solutions
Explain Walmart products and services, including features, functions, promotions, offers, and discounts
Demonstrate respect, integrity, customer focus, continuous improvement, collaboration, and accountability

Requirements

What you’ll need

Knowledge of customer communication principles and techniques
Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions
Ability to speak, write, and present clearly
Knowledge of customer care service operations and day-to-day activities
Knowledge of ticketing systems and tools used to handle customer requests
Knowledge of escalation matrices and customer request process lifecycles
Ability to provide accurate and timely customer service
Ability to support live contact-related questions, restricted account actions, concessions, approvals, and operational support
Ability to monitor incoming requests and respond to escalated issues and support requests
Ability to use tools such as Gemba Leadership and JIRA
Knowledge of problem-solving methodologies, diagnostic tools, and fact-finding techniques
Ability to identify and break down contact center business problems
Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques
Ability to implement process improvement plans and use trend analysis and customer feedback
Knowledge of Walmart products and services, including product features, capabilities, substitutes, promotions, offers, and discounts
Basic computer processing/data entry software

Benefits

Comp & perks

Full-time employment
Home office work arrangement indicated by the posting's location field