Resolution Coordinator, Contact Center

Walmart

. Implement action plans using the Open Door Policy and company policies, procedures, and ethics standards .

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, problem-solving methodologies, and process improvement techniques, with a strong focus on effective communication and collaboration across teams. Proficient in utilizing diagnostic tools and metrics for root-cause analysis and implementing solutions based on customer feedback.

Highest-signal resume keywords

Customer Service OperationsProblem-Solving MethodologiesProcess Improvement TechniquesDiagnostic ToolsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Customer Communication PrinciplesTicketing SystemsEscalation MatricesRoot-Cause IdentificationData Entry Software

Soft Skills

Listening SkillsPrioritizationCreative Problem SolvingCollaborationCustomer Focus

Tools & Technologies

JIRAGemba Leadership

Industry Keywords

Customer Care ServiceStandard Operating ProceduresPerformance MetricsIndustry Trends

About the role

Key responsibilities & impact

Implement action plans using the Open Door Policy and company policies, procedures, and ethics standards
Complete assignments and priorities using policies, data, and resources while collaborating with managers, coworkers, customers, and business partners
Provide customer service for live contact-related questions, restricted account actions, concessions, approvals, and operational support
Research customer requests and document routine 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
Use fact-finding techniques and diagnostic tools to identify and break down contact center business problems
Suggest alternative solutions based on internal and external benchmarking
Investigate and solve contact center issues while communicating across the organization
Anticipate roadblocks and generate creative workarounds
Implement process improvement plans and recommend improvements based on customer feedback and trend analysis
Review key metrics to identify root causes and create solutions
Explain Walmart products and services, including features, functions, substitutes, promotions, offers, and discounts
Promote respect, integrity, customer focus, continuous improvement, collaboration, and a positive associate and customer experience

Requirements

What you’ll need

Knowledge of principles and techniques of customer communication
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, ticketing systems, escalation matrices, and customer request process lifecycles
Ability to provide accurate and timely customer service and support escalated issues
Knowledge of problem-solving methodologies and diagnostic tools
Ability to investigate and solve contact center issues with minimal guidance
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 metrics for root-cause identification
Knowledge of Walmart products and services
Basic computer processing/data entry software