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Senior Manager, Workforce Planning and Optimization

2 months ago

Hayward, California, United States Walmart Full time
Job Summary

We are seeking a highly skilled Senior Manager, Workforce Planning and Optimization to join our team at Walmart. This is a critical role that requires a strong background in workforce management, analytics, and leadership.

Key Responsibilities
  • Workforce Planning and Forecasting: Develop and manage accurate short-term and long-term contact volume forecasts and staffing models to meet service level objectives.
  • Scheduling and Real-Time Management: Oversee the creation of efficient work schedules that balance operational needs with employee preferences and compliance requirements.
  • Team Leadership and Development: Lead, mentor, and develop a team of Workforce Management Analysts, ensuring they have the skills and tools needed to succeed.
  • Performance Reporting and Analysis: Develop and deliver regular reports on workforce metrics, including adherence, occupancy, shrinkage, and service level performance.
  • Technology and Tools Optimization: Manage and optimize WFM software and tools, ensuring they meet the evolving needs of the contact center.
  • Collaboration and Communication: Work closely with Contact Center Leadership, Operations, HR, and other key stakeholders to ensure alignment on goals and strategies.
Requirements
  • Bachelor's degree in Business, Operations Management, or related field; Master's degree preferred.
  • 7+ years of experience in Workforce Management within a contact center environment, with at least 3 years in a leadership role.
  • Proven track record in forecasting, scheduling, and real-time management for a high-volume contact center.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
  • Proficiency in Workforce Management software (e.g., NICE, Verint, Aspect) and advanced Excel skills.
  • Excellent leadership and team management skills, with a focus on coaching and development.
  • Strong communication and interpersonal skills, with the ability to work collaboratively across teams.
  • Ability to manage multiple priorities in a fast-paced, dynamic environment.