Senior Manager, Workforce Planning and Optimization

4 days ago


California, Missouri, United States Walmart Full time
Job Summary

We are seeking a highly skilled Senior Manager to lead our Workforce Planning and Management team. As a key member of our Contact Center leadership team, you will be responsible for developing and implementing strategic workforce plans to drive business results and improve customer satisfaction.

Key Responsibilities
  • Develop and manage accurate short-term and long-term contact volume forecasts and staffing models to meet service level objectives.
  • Analyze historical data and market trends to forecast demand and adjust staffing levels accordingly.
  • Collaborate with Finance and Operations to align workforce plans with budgetary goals.
  • Oversee the creation of efficient work schedules that balance operational needs with employee preferences and compliance requirements.
  • Monitor real-time adherence and intraday performance, making adjustments to maximize efficiency and maintain service levels.
  • Lead the implementation of tools and processes for real-time tracking and adjustments.
  • Develop and deliver regular reports on workforce metrics, including adherence, occupancy, shrinkage, and service level performance.
  • Analyze data to identify trends, opportunities, and risks, providing actionable insights to senior leadership.
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.
What We Offer

At Walmart, we offer competitive pay, performance-based bonus awards, and a range of benefits, including medical, vision, and dental coverage, 401(k), stock purchase, and company-paid life insurance. We also offer paid time off, parental leave, family care leave, bereavement, jury duty, and voting leave. Additionally, we provide opportunities for professional growth and development through our Live Better U education benefit program.



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