(IND) SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

Walmart Global Tech India is hiring a Senior Resolution Coordinator for its Contact Center in Bengaluru, Karnataka. This full-time senior role focuses on managing and resolving complex, high-priority customer escalations that exceed standard support tiers. The coordinator will lead root cause analysis efforts, drive cross-functional collaboration between support, engineering, and product teams, and develop permanent solutions to recurring issues. Responsibilities also include mentoring junior staff on escalation procedures, maintaining critical incident communication channels, and contributing to process improvement initiatives to prevent future occurrences. The ideal candidate has extensive experience in technical support or contact center management, excels in high-stress situations, and possesses strong leadership and project management skills. A graduate degree in a relevant field is preferred. This role is pivotal in safeguarding customer experience for major incidents.