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Senior Resolution Coordinator, Contact Center

June 20, 2026

Position Summary... What you'll do... Position: Senior Resolution Coordinator, Contact Center Job Summary: We are seeking a bilingual Senior Resolution Coordinator to provide Level 1 (L1) support within our Contact Center environment. This role is responsible for handling customer inquiries, performing basic troubleshooting using established documentation, and delivering exceptional customer service to ensure timely issue resolution. Minimum Qualifications: <ul><li>Fluent in both spoken and written French, with the ability to understand and communicate effectively in the Quebec dialect. </li><li>Strong verbal and written communication skills. </li></ul>Preferred Qualifications: <ul><li>Previous customer service, help desk, service desk, or contact center experience. </li><li>Experience providing Level 1 technical support and troubleshooting using documented procedures. </li><li>Ability to work in a fast-paced environment while maintaining a high level of customer satisfaction. </li></ul>Compensation: <ul><li>Starting pay: $22.00 per hour</li><li>Pay rate negotiable based on experience, up to $28.00 per hour </li></ul>Schedule: <ul><li>Shifts may vary between:</li><ul><li>6:00 AM – 6:00 PM</li><li>12:00 PM – 10:30 PM</li></ul><li>Associates scheduled for the second shift (12:00 PM – 10:30 PM) will be eligible for additional shift differential compensation. </li></ul>Sponsorship Availability: No Key Responsibilities & Requirements: Requires knowledge of the French language. The ability to speak and write fluently in French is essential to effectively communicate with and assist French-speaking customers, ensuring a seamless customer experience. Requires knowledge of principles and techniques of customer communication. Application and allocation of business communication styles/techniques. Communication styles/norms through different interaction channels. To be able to listen to customers, understand, process, and prioritize customer needs, then provide solutions. Demonstrates an ability to speak, write, and present clearly. Seeks help to understand company protocols for communicating with different types of customers. Applies the concept of customer analysis to deliver relevant communications. Requires knowledge of problem-solving methodologies and tools. Precedence and use cases for business problems. Barriers to effective problem solving (for example, confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness). To be able to use fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations. Suggests multiple alternatives approaches/solutions for contact center issues based on internal and external benchmarking. Understands the perspectives of each involved stakeholder to drive resolutions for the contact center. Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions. Requires knowledge of customer service practices. Standard operating procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques. To be able to carry out the responsibilities with guidance, implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues. Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis. With guidance, reviews key metrics to support root cause identification and creates solutions. Requires knowledge of features of products and services offered by Walmart. Utility of the products offered to customers. Product and service substitutes. To be able to describe how Walmart products and services fit within the organization. Identifies how customers use the products and services offered by Walmart. Identifies Walmart's flagship products and services. Describes the major functions, features, and capabilities of products and services. Informs customers of promotions, offers, and discounts. Requires knowledge of data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used in the contact center. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications in the contact center environment. To be able to gather and interpret data, information, and content in a digital environment. Review data across contact center systems to ensure completeness and perform data quality checks. Analyze and create reports using existing models/templates and leverage technology to execute transactional activities for the contact center. Apply visualization techniques and tools for effective representation of data to stakeholders. Seek appropriate technology for automation purposes. Identify opportunities for improving the contact center's data-driven decision-making. 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. Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating how to apply these in executing business processes and practices; implementing related action plans; using the Open Door Policy; and assisting management with correcting ethical and compliance issues and problems. Leads and participates in teams by using and sharing resources, information, and tools; determining customer needs and business priorities; coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved; and modeling and helping others with how to adapt to change or new challenges. 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 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 hourly wage range for this position is $16.00 - $28.00* *The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met. ㅤ ㅤ ㅤ ㅤ ‎ Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. 6 months experience addressing and responding to customer requests in a contact center or retail industry environment. 6 months experience with basic computer processing/data entry software. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. In retail, contact center operations, or a related area Primary Location... 2501 Se J Street Ste B, Bentonville, AR 72712-7761, United States of America Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...