Senior Specialist, Workforce Planning

Position Summary...

What you'll do...

ONSITE ROLE- BENTONVILLE

Role summary:
The Senior Specialist, Workforce Planning, plays a critical role in supporting operational efficiency by managing scheduling and attendance adherence across multiple contact centers. This position involves analyzing staffing forecasts, monitoring real-time performance, and collaborating with key stakeholders to address workforce needs and optimize resource allocation. The role requires effective communication, problem-solving, and the ability to implement business solutions that align with organizational goals. By providing expert guidance and fostering strong partnerships, this position contributes to maintaining high standards of service and operational excellence.

About the team:
The Workforce Planning team plays a critical role in optimizing staffing and scheduling across multiple contact center sites. This team analyzes workforce data, forecasts staffing needs, and addresses attendance and scheduling challenges to ensure operational efficiency. Members collaborate closely with cross-functional partners to implement business solutions, monitor performance, and support continuous improvement initiatives. The team values strong communication, analytical skills, and the ability to manage priorities in a dynamic environment. Their efforts directly contribute to delivering excellent service while maintaining alignment with business goals and operational standards.

What you'll do:

• Serve as primary contact for real time, scheduling and attendance issues across multiple contact center sites, ensuring alignment with staffing plans.
• Analyze staffing indicators and forecast workforce needs based on predicted workload and operational trends.
• Communicate attendance and scheduling concerns to leadership and recommend action plans to address gaps.
• Monitor real-time workforce and agent performance, coordinating responses to operational issues to minimize impact.
• Build partnerships with stakeholders to identify business needs and implement effective workforce solutions.
• Provide expert guidance on best practices and support continuous improvement initiatives.
• Maintain compliance with company policies and promote ethical standards in workforce planning activities.

What you'll bring:

• Proven experience in workforce planning, scheduling, and forecasting within a multi-site contact center environment.
• Strong analytical skills to evaluate staffing needs and monitor real-time performance metrics.
• Ability to communicate effectively with operations leadership and associates regarding scheduling and attendance concerns.
• Expertise in developing and implementing action plans to address attendance and staffing gaps.
• Demonstrated capability to build relationships and collaborate with cross-functional partners to improve operational efficiency.
• Commitment to upholding company policies, ethics, and standards while supporting continuous improvement initiatives.
• Proficiency in managing competing demands and adapting to organizational changes.

 

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 hourly wage range for this position is $26.00 - $51.00* *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.

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications
Associate’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field OR 1 year’s experience in data analysis, statistics,
computer science, or related area.
1 year's experience analyzing and forecasting data and creating reports.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Contact Center, Customer Service, Microsoft Office

Primary Location...

1601 SE 10th St, Bentonville, AR 72716, 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.