Escalation Specialist job vacancy in Walmart Call Center – Jobs in Texas

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Job Details
Company Name : Walmart Call Center
Company Location : Dallas, TX 75243
Job Position : Escalation Specialist
Job Category : Jobs in Texas

Job Description :
Responds to incoming specialty process or tier 3 escalated issues and support requests by monitoring incoming requests ; independently researching root cause of complex issues that impact operations and determining resolution ; providing direction for handling sensitive contacts; understanding the training needs by monitoring team’s responses; partnering with cross functional key stakeholders to support corporate resolution or action plan; determining concerns to escalate to proper departmental leadership for resolution as needed; communicating large-scale issues to the team members to expedite responses for future calls; maintaining issue and resolution data for root cause analysis and future resolution improvement; and providing support on development of field communication and knowledge content to mitigate contacts.

Analyzes and interprets customer and associate feedback by understanding the data trends; monitoring key performance reports (including listening to some calls), root causes of escalations, and trends; and synthesizing, formatting, and compiling the required data into specialist service and feedback reports and sharing with senior leaders.

Implements process improvement plans by driving the improvement of existing processes and escalating existing issues; and recommends improvements basis customer feedback and trend analysis.

Coaches team members by providing feedback to enhance skills; providing recognition for success; providing guidance on process operations and implementation plans; developing the team through their weekly plans; making recommendations for additional training; and coaching, mentoring, and developing other associates with or without managerial supervision based on requirements by management.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Minimum Qualifications

at least 2 years of experience in retail, contact center operations, or a related area.

Job Type: Full-time
Pay: From $19.00 per hour
Benefits:

401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift

Ability to commute/relocate:

Dallas, TX 75243: Reliably commute or planning to relocate before starting work (Required)

Experience:

Call center management: 1 year (Required)
Call center: 2 years (Required)

Work Location: One location