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(USA) Analyst II, Customer Service
1 month ago
Position Summary...
What you'll do...
Experience and Responsibilities:
- 2+ years of data analyst experience
- advanced usage of Microsoft Suite, particularly Excel, and Power BI to build dashboards
- pull, consolidate and analyze data for identifying clinical gaps and trends.
- excellent time management skills to handle multiple project deadlines
- collaboration with a multidisciplinary team and multiple directors.
- putting together presentations of the findings.
- 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
- evaluating collaboration success and concerns and developing an action plan to enhance the client services process.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Live our Values
Culture Champion
• Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership
• Is consistently humble, self-aware, honest, and transparent.
Embrace Change
Curiosity & Courage
• Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
• Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.
Deliver for the Customer
Customer Focus
• Delivers results while putting the customer first and applying an omni merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking
• Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.
Focus on our Associates
Diversity, Equity & Inclusion
• Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.
Collaboration & Influence
• Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with
impact to a range of audiences; and demonstrates energy and positivity for own work.
Talent Management
• Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others'
contributions and accomplishments.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $50,000.00-$100,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Regional Pay Zone (RPZ) (based on location)
- Stock
Minimum Qualifications...
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.
Preferred Qualifications...
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
Primary Location...
2354 Commerce Park Dr, Orlando, FL 32819-8601, United States of America
About Walmart
At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.
All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans for you & dependents
- Financial benefits including 401(k), stock purchase plans, life insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work because of injury, illness, or childbirth
Frequently asked questions
- On average, how long does it take to fill out an application?
On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time. - Can I change my application after submitting?
No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button. - How do you protect my personal information?
Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart. - What are the recommended Internet Browsers for applying for open roles?
- Internet Explorer 8.0+
- Firefox 4.0+
- Safari 4.0+
- Chrome 12+
