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Analyst II for Customer Support

2 months ago


Orlando, Florida, United States Walmart Full time
Position Overview at Walmart

Role Summary:
As a pivotal member of our team, you will engage in data analysis to enhance customer service operations. Your insights will drive strategic decisions and improve service delivery.

Key Responsibilities:
  • Data Analysis: Utilize advanced Microsoft Suite tools, especially Excel and Power BI, to create insightful dashboards and reports.
  • Data Consolidation: Gather, integrate, and analyze data to identify trends and gaps in customer service.
  • Project Management: Demonstrate exceptional time management skills to juggle multiple projects and deadlines effectively.
  • Team Collaboration: Work closely with a diverse team and various directors to ensure alignment and collaboration.
  • Presentation Skills: Prepare and deliver presentations that communicate your findings and recommendations.

Stakeholder Engagement:
Collaborate with key stakeholders, including Store Operations and Merchandising, by:
  • Researching impactful business trends and sharing insights with leadership.
  • Conducting root cause analyses to address specific issues.
  • Understanding stakeholder needs and identifying collaboration opportunities.
  • Developing and managing partnership plans.
  • Evaluating the success of collaborative efforts and enhancing client service processes.

Customer Service Mitigation:
Implement customer service mitigation strategies by:
  • Assessing and sharing trends in customer service.
  • Identifying opportunities to minimize customer contacts.
  • Incorporating insights into effective mitigation plans.
  • Collaborating with stakeholders to finalize and execute these plans.

Cross-Functional Support:
Contribute to cross-functional projects by:
  • Providing insights on project plans and analyzing potential impacts.
  • Tracking project milestones and addressing any issues that arise.
  • Supporting the implementation of project initiatives.

Operational Excellence:
Drive customer service operations by:
  • Staying informed on industry trends and best practices.
  • Implementing process improvements that enhance service metrics.
  • Evaluating the effectiveness of customer service actions and communicating results.
  • Proactively anticipating operational needs and proposing solutions.

Expertise Development:
Utilize your expertise to develop and enhance action plans by:
  • Providing guidance on best practices and aligning efforts with business needs.
  • Building commitment among team members and stakeholders.

Business Solutions Implementation:
Support the execution of business solutions by:
  • Building strong relationships with stakeholders.
  • Identifying and addressing business needs.
  • Monitoring progress and recognizing improvement opportunities.

Compliance and Ethics:
Model compliance with company policies and support the mission and values of Walmart by:
  • Incorporating ethical standards into business plans.
  • Demonstrating integrity in all business processes.

Walmart's Commitment:
At Walmart, we are dedicated to fostering a culture of integrity, accountability, and respect for diversity. We believe in empowering our associates and providing them with the tools and resources they need to succeed.