Senior Specialist, Workforce Planning

Wal-Mart.com USA•Bentonville, AR

11d•Onsite

About The Position

The Senior Specialist, Workforce Planning, plays a critical role in supporting operational efficiency by managing scheduling and attendance adherence across multiple contact centers. This position involves analyzing staffing forecasts, monitoring real-time performance, and collaborating with key stakeholders to address workforce needs and optimize resource allocation. The role requires effective communication, problem-solving, and the ability to implement business solutions that align with organizational goals. By providing expert guidance and fostering strong partnerships, this position contributes to maintaining high standards of service and operational excellence. The Workforce Planning team plays a critical role in optimizing staffing and scheduling across multiple contact center sites. This team analyzes workforce data, forecasts staffing needs, and addresses attendance and scheduling challenges to ensure operational efficiency. Members collaborate closely with cross-functional partners to implement business solutions, monitor performance, and support continuous improvement initiatives. The team values strong communication, analytical skills, and the ability to manage priorities in a dynamic environment. Their efforts directly contribute to delivering excellent service while maintaining alignment with business goals and operational standards.

Requirements

Proven experience in workforce planning, scheduling, and forecasting within a multi-site contact center environment.
Strong analytical skills to evaluate staffing needs and monitor real-time performance metrics.
Ability to communicate effectively with operations leadership and associates regarding scheduling and attendance concerns.
Expertise in developing and implementing action plans to address attendance and staffing gaps.
Demonstrated capability to build relationships and collaborate with cross-functional partners to improve operational efficiency.
Commitment to upholding company policies, ethics, and standards while supporting continuous improvement initiatives.
Proficiency in managing competing demands and adapting to organizational changes.
Associate’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field OR 1 year’s experience in data analysis, statistics, computer science, or related area.
1 year's experience analyzing and forecasting data and creating reports.

Nice To Haves

Contact Center, Customer Service, Microsoft Office

Responsibilities

Serve as primary contact for real time, scheduling and attendance issues across multiple contact center sites, ensuring alignment with staffing plans.
Analyze staffing indicators and forecast workforce needs based on predicted workload and operational trends.
Communicate attendance and scheduling concerns to leadership and recommend action plans to address gaps.
Monitor real-time workforce and agent performance, coordinating responses to operational issues to minimize impact.
Build partnerships with stakeholders to identify business needs and implement effective workforce solutions.
Provide expert guidance on best practices and support continuous improvement initiatives.
Maintain compliance with company policies and promote ethical standards in workforce planning activities.

Benefits

Competitive pay
Performance-based bonus awards
Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement
Jury duty
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption and surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
Walmart-paid education benefit program (Live Better U) for full-time and part-time associates
Tuition, books, and fees are completely paid for by Walmart for Live Better U programs