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Senior Analyst, Workforce Management
2 months ago
Why Walmart?
At Walmart, we are committed to delivering exceptional customer experiences through innovation and operational excellence. Our team values collaboration, integrity, and continuous improvement as we strive to set new standards in our industry. 🌟 Join us and be part of a vibrant, inclusive culture that empowers you to make a meaningful impact.
The role
As a Senior Analyst, Service Excellence, you will play a pivotal role in optimizing our contact center operations through real-time analytics and workforce management strategies. You will analyze complex data sets, monitor real-time performance metrics, and provide actionable insights to drive operational efficiency and enhance customer satisfaction.
Key Responsibilities
- Ensure effective operations and achievement of performance goals.
- Develop and implement real-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery.
- Analyze real-time data to identify trends, anomalies, patterns, and operational opportunities, providing actionable insights to operational teams and senior management.
- Collaborate with cross-functional teams to implement process improvements and operational efficiencies based on real-time insights.
What we need to see from you
- You have a bachelor's degree in business administration, Statistics, Database management, or a related field (master's degree preferred).
- You possess 7+ years of robust WFM complex contact center experience, with at least 3-5 years in a senior or leadership role focused on real-time analytics and workforce management.
- You have strong technical expertise, including robust Excel knowledge, and expertise in workforce management software (e.g., IEX, Verint, Genesys, Aspect/Alvaria) and data analysis tools such as SQL, Python, Power BI, Tableau. 💻
- If this sounds like the perfect opportunity for you, reply to this message and let's start the conversation 🚀
- Workforce Management.
- Contact Center Management experience.
- Strategic Planning.
Note: Compensation may vary based on LOCATION.
Approved Locations:
- San Bruno, CA
- Draper, UT
- Hoboken, NJ
- Bentonville, AR
