Manager, Workforce Planning

Wal-Mart.com USA•Bentonville, AR

2d•Onsite

About The Position

The Manager, Workforce Management is responsible for leading the end-to-end Workforce Management function for assigned Marketplace Operations business areas. This role oversees workforce planning execution, scheduling, real-time operations, staffing optimization, vendor performance, and operational governance while partnering across Operations, Forecasting, Finance, Product, Analytics, and BPO teams. The position leads Schedulers and Real-Time Analysts and serves as the primary Workforce Management partner for operational leaders. This role translates workforce strategies into operational execution, ensuring Marketplace Operations consistently delivers strong service levels, operational efficiency, and an excellent customer and seller experience.

Requirements

Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field.
8+ years of Workforce Management, Scheduling, Real-Time Management, or Contact Center Operations experience.
3+ years of people leadership experience.
Experience with NICE IEX, NICE CXone WFM, Verint, Aspect, or Genesys.
Advanced Microsoft Excel skills and strong analytical abilities.
Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years’ experience in data management, business analytics, statistics, or related area OR 4 years’ experience in data analysis, statistics, computer science, or related area.

Nice To Haves

Retail, eCommerce, Marketplace, or omnichannel operations experience.
Experience managing BPO workforce operations.
Experience with SQL, Tableau, or Power BI.
Knowledge of Erlang, scheduling optimization, and intraday management.
Master's degree in in Analytics, Statistics, Computer Science, Mathematics or related field, Project Management Certification, Six Sigma certification

Responsibilities

Lead the end-to-end Workforce Management function across assigned business areas.
Own workforce execution from forecast intake through scheduling, intraday management, and reporting.
Establish Workforce Management governance and best practices.
Lead schedule creation, optimization, publication, and schedule change management.
Optimize staffing while balancing business requirements and employee experience.
Lead intraday workforce execution to achieve service levels.
Manage schedule adherence, occupancy, staffing risks, overtime, VTO, and contingency plans.
Monitor workforce KPIs and drive corrective actions.
Conduct workforce reviews to improve efficiency and operational performance.
Partner with Operations, Forecasting, Finance, Product, Analytics, HR, Engineering, and BPO partners to execute workforce strategies.
Oversee Workforce Management execution across outsourced operations.
Ensure vendor staffing and scheduling align with business expectations.
Drive automation, process improvements, and Workforce Management system enhancements.
Standardize Workforce Management processes and documentation.
Lead, coach, and develop Schedulers and Real-Time Analysts.
Establish performance expectations and support career development.