Resolution Coordinator, Contact Center

Walmart

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

Posted 9/24/2026full-timeBangalore • 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 ticketing systems and diagnostic tools to enhance customer interactions and operational efficiency.

Highest-signal resume keywords

Customer Service OperationsProblem-Solving MethodologiesTicketing SystemsProcess Improvement TechniquesCommunication Principles

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Communication PrinciplesProblem-Solving MethodologiesProcess Improvement TechniquesData Entry SoftwarePerformance Metrics

Soft Skills

CollaborationIntegrityCustomer FocusContinuous ImprovementAccountability

Tools & Technologies

JIRAGemba LeadershipReporting Tools

Industry Keywords

Customer Care Service OperationsEscalation MatricesStandard Operating ProceduresWalmart Products and ServicesTrend Analysis

About the role

Key responsibilities & impact

Implement company policies, procedures, standards of ethics, and related action plans
Use the Open Door Policy in executing business processes and practices
Complete work assignments and priorities using policies, data, and resources
Collaborate with managers, coworkers, customers, and business partners
Identify priorities, deadlines, and expectations; communicate progress and information
Provide customer service by sharing accurate and timely information
Research customer requests and operational support issues as needed
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 tools such as Gemba Leadership and JIRA
Investigate and solve contact center issues using fact-finding techniques and diagnostic tools
Suggest alternative approaches and solutions based on internal and external benchmarking
Implement process improvement plans and drive improvements to existing contact center processes
Support identification of improvement opportunities based on customer feedback and trend analysis
Review key metrics to support root-cause identification and create solutions
Explain Walmart products and services, including features, capabilities, substitutes, 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 other tools used to handle customer requests
Knowledge of escalation matrices and customer request process lifecycles
Ability to provide accurate and timely customer service using quality guidelines and resources
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
Knowledge of problem-solving methodologies and diagnostic tools
Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques
Knowledge of Walmart products and services
Basic computer processing/data entry software

Benefits

Comp & perks

Full-time employment