Senior Coordinator, Contact Center Operations - Seller Support Agent
Posted on: 14 Mar 2021
Draper, UT
Job Description
Position Summary...
What you'll do...
Resolves seller/supplier issues through multiple channels (phone, chat, email, etc.) by responding to their tier 1-3 (complexity/technical level) inquiries and escalated issues by providing subject matter expertise; taking appropriate resolution actions or advising seller/supplier on actions to be taken; assisting peer agents' inquiry actions to determine if additional support is needed; researching issues and seller/supplier history to provide appropriate resolution; ownership of complex contact issues for sellers/suppliers by thorough investigation and troubleshooting of issues to identify root cause(s) and full resolution options; recognizing trends in issues and contact types and appropriately communicating or escalating issues to contact center management, training and quality team, or appropriate teams; and partnering with key stakeholders as required to resolve issues.
Identifies and communicates trends from seller/supplier feedback by collecting the required data fields within CRM (salesforce); ensuring accuracy of data collected within each seller/supplier interaction used for analyzing data and comparing with the current and best practices for contact center operations.
Completed ownership of managing your allocated work; providing guidance appropriate escalations on unresolved issues; and maintaining high quality resolutions, productivity, within minimal re-open rate on issues worked.
Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, sellers/suppliers, and other business partners; analyzing and applying information from multiple sources; monitoring progress and results; and identifying and addressing improvement opportunities.
Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating how to apply these in executing business processes and practices; and adapting quickly to changing processes and encouraging peers to do the same.
Leads by example and participates in teams by using and sharing resources, information, and tools; determining seller/supplier needs and business priorities; coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved; and modeling and helping others with how to adapt to change or new challenges.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications
1 year's experience in retail operations, contact center operations, or a related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervisory
Associates: Business Administration, Associates: Merchandising
Walmart Inc.
Bentonville, AR
Walmart Inc. is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores. Headquartered in Bentonville, Arkansas, the company was founded by Sam Walton in 1962 and incorporated on October 31, 1969. It also owns and operates Sam's Club retail warehouses. As of April 30, 2019, Walmart has 11,368 stores and clubs in 27 countries, operating under 55 different names. The company operates under the name Walmart in the United States and Canada, as Walmart de México y Centroamérica in Mexico and Central America, as Asda in the United Kingdom, as the Seiyu Group in Japan, and as Best Price in India. It has wholly owned operations in Argentina, Chile, Canada, and South Africa. Since August 2018, Walmart only holds a minority stake in Walmart Brasil, with 20% of the company's shares, and private equity firm Advent International holding 80% ownership of the company.
Walmart is the world's largest company by revenue—over US$500 billion, according to Fortune Global 500 list in 2018—as well as the largest private employer in the world with 2.2 million employees. It is a publicly traded family-owned business, as the company is controlled by the Walton family. Sam Walton's heirs own over 50 percent of Walmart through their holding company, Walton Enterprises, and through their individual holdings. Walmart was the largest U.S. grocery retailer in 2019, and 65 percent of Walmart's US$510.329 billion sales came from U.S. operations.
The company was listed on the New York Stock Exchange in 1972. By 1988, Walmart was the most profitable retailer in the U.S., and by October 1989, it had become the largest in terms of revenue. Originally geographically limited to the South and lower Midwest, by the early 1990s, the company had stores from coast to coast: Sam's Club opened in New Jersey in November 1989 and the first California outlet opened in Lancaster in July 1990. A Walmart in York, Pennsylvania opened in October 1990: the first main store in the Northeast.
Walmart's investments outside North America have seen mixed results: its operations and subsidiaries in the United Kingdom, South America, and China are highly successful, whereas its ventures in Germany and South Korea failed.
-
IndustrySales/Retail
-
No. of Employees2200000
-
Website
-
Jobs Posted16872
