Job Responsibilities : Senior Coordinator, Work from home
Salary : $15 per hour
Company : Walmart
Location : Remote
What you’ll do…
Resolves customer issues through multiple channels by responding to the tier 3 queries and escalated issues by providing subject matter expertise; advising associates on actions to be taken; monitoring junior agents’ activities to determine if additional support is needed; researching issues and customer history to provide appropriate resolution; managing the inflow of complex contact issues for customers by ensuring investigation of issues and resolution options; recognizing trends in issues and contact types; 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 customer feedback by collecting the required data; ensuring accuracy of data; analyzing data and comparing with the current and best practices for contact center operations.
Leads team members by managing the allocation of work; providing guidance queries and escalated issues; and adjusting hourly associates’ daily work assignments to meet business needs.
Develops communicates and implements processes and practices to meet business needs by collaborating with managers co-workers customers and other business partners; analyzing and applying information from multiple sources; monitoring progress and results; and identifying and addressing improvement opportunities.