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Senior Business Analyst

2 months ago

San Bruno, California, United States Walmart Full time
About the Role

We are seeking a highly skilled Senior Analyst to join our Workforce Management team at Walmart. As a key member of our operations team, you will play a pivotal role in optimizing our contact center operations through real-time analytics and workforce management strategies.

Key Responsibilities
  • 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.
  • Ensure effective operations and achievement of performance goals.
Requirements
  • Bachelor's degree in business administration, statistics, database management, or a related field (master's degree preferred).
  • 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.
  • 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.
What We Offer

As a Senior Analyst at Walmart, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a competitive compensation package, including benefits and opportunities for professional growth and development.

Approved locations for this role include San Bruno, CA, Draper, UT, Hoboken, NJ, and Bentonville, AR.