Job Responsibilites : (USA) Analyst II, Customer Service
Company : Walmart
Location : Carrollton, TX 75011 USA
What you’ll do…
Collaborates with stakeholders (for example, Store Operations, Merchandising, Labor Relations) by researching business trends with focused impact
and communicating insights to leadership; conducting root cause analysis for focused impact issues; learning about key stakeholders’ businesses and
identifying areas of collaboration between businesses and the contact center; collaborating with key stakeholders to develop partnership and
collaboration plans; managing the execution of client services collaborations; and evaluating collaboration success and concerns and developing an
action plan to enhance the client services process.
Executes customer service mitigation plans by evaluating and sharing customer service trend information; identifying opportunities to reduce or
mitigate contacts ; incorporating trends and gaps into mitigation plans; collaborating with key stakeholders and leadership to finalize contact mitigation
plans; supports mitigation plan implementation; and serving as expert and liaison between the contact center and key stakeholders.
Aids with cross-functional support projects by providing input on project plans; analyzing project plans and communicating concerns ; identifying
contact center implications (for example, impact to budget, utilization of resources); tracking project milestones; identifying issues and assisting in the
development of resolution plans; and supporting project implementation.
Executes customer service operations by researching and staying up to date on industry trends, best practices, emerging technology, and legislation;
implementing changes to processes, resolution criteria, and policies that positively impact service metrics and drive consistency; evaluating the
impact of customer service processes and actions and communicating impact to leadership; anticipating future operational needs and proposing plans
to senior leadership; aligning resources to support operations and special requests ; ensuring documentation of processes, quality standards, and
procedures are communicated to customer service operations; and assisting in educating and training associates and cross-functional stakeholders.
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.
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 mission, values, and 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.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Bachelor’s degree in Business, Technology, Communications, or related field OR 2 years’ experience in retail, contact center management, or related area.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Managing teams in an operations or production environment
1025 W TRINITY MILLS, CARROLLTON, TX 75006-0000, United States of America
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