Senior Resolution Coordinator, Contact Center

Walmart

. Develop, communicate, and implement processes and practices to meet business needs .

Posted 9/24/2026full-timeBangalore • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in customer service operations, data analysis, and process improvement within contact center environments. Proficient in utilizing diagnostic tools and ticketing systems to enhance customer communication and operational efficiency.

Highest-signal resume keywords

Customer Service PracticesData Analysis and VisualizationTicketing Systems KnowledgeProcess Improvement TechniquesProblem-Solving Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data Entry SoftwareContact Center OperationsPerformance MetricsReporting ToolsEscalation MatricesDiagnostic ToolsData CollectionData GovernanceAutomation OpportunitiesWalmart Products Knowledge

Soft Skills

CollaborationCommunicationCustomer FocusContinuous ImprovementIntegrity

Tools & Technologies

JIRAGemba LeadershipDigital ApplicationsAnalytics ToolsVisualization Tools

Industry Keywords

Retail IndustryContact CenterCustomer Care Service OperationsStandard Operating ProceduresIndustry Trends

About the role

Key responsibilities & impact

Develop, communicate, and implement processes and practices to meet business needs
Collaborate with managers, coworkers, customers, and business partners
Analyze information from multiple sources, monitor progress and results, and identify improvement opportunities
Support compliance with company policies, procedures, ethics, and integrity standards
Lead and participate in teams by coordinating work assignments and providing advice, feedback, and support
Handle customer requests, restricted account actions, concessions, approvals, and operational support
Research 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 tools such as Gemba Leadership and JIRA
Provide accurate and timely customer information through appropriate communication channels
Use fact-finding techniques and diagnostic tools to identify and break down contact center business problems
Suggest solutions based on internal and external benchmarking and collaborate with stakeholders on implementation
Drive improvements to existing contact center processes and support root-cause analysis using key metrics
Explain Walmart products and services, including features, capabilities, promotions, offers, and discounts
Gather, interpret, validate, and analyze contact center data; create reports and visualizations
Identify automation opportunities and improve data-driven decision-making
Foster respect, integrity, customer focus, excellence, collaboration, development, and continuous improvement

Requirements

What you’ll need

6 months' experience addressing and responding to customer requests in a contact center or retail industry environment
6 months experience with basic computer processing/data entry software
Knowledge of day-to-day customer care service operations
Knowledge of ticketing systems and tools used to handle customer requests
Knowledge of escalation matrices and customer request process lifecycles
Knowledge of customer communication principles and techniques
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
Knowledge of data collection, analytics, visualization tools, digital applications, data governance, and data science techniques in contact center environments
Preferred: experience in retail, contact center operations, or a related area