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Senior Manager, Workforce Planning and Optimization
2 months ago
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.
- 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.
- Competitive salary range: $117,000.00-$234,000.00
- Annual or quarterly performance bonuses
- Stock purchase plan
- 401(k) match
- Paid maternity and parental leave
- PTO and/or PPTO
- Health benefits, including medical, vision, and dental coverage
- Financial benefits, including 401(k), stock purchase, and company-paid life insurance
