Senior Specialist, Workforce Planning
About The Position
This role assists management with the resolution of scheduling and attendance adherence issues by serving as the primary point of contact for agent scheduling requirements and issues across multiple contact center sites. The Senior Specialist manages the associate attendance call line, compares call-ins to attendance and staffing plans, and recommends action plans to address gaps. They document attendance issues for agents and communicate scheduling and attendance concerns to operations leadership. Additionally, they provide information to associates on attendance procedures and leave options, and escalate issues to operations managers when disciplinary action is required. The role also involves assisting in the generation of staffing forecasts by analyzing key staffing indicators from scheduling systems, determining staffing needs based on predicted workload, communicating trends and performance gaps to other workforce planning partners, and collaborating to provide recommendations for operational efficiencies. The Senior Specialist evaluates area performance against parameters by monitoring real-time workforce program and agent performance, acting as a central point of contact for operation-impacting issues, coordinating responses to limit impact on performance, and verifying that volume and agent availability align with business needs. They also provide and support the implementation of business solutions by building relationships with key stakeholders, identifying business needs, determining and carrying out necessary processes, monitoring progress, recognizing improvement opportunities, and adapting to competing demands and organizational changes. The role models compliance with company policies and procedures and supports company standards of ethics and integrity.
Requirements
- 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
- Assists management with the resolution of scheduling and attendance adherence issues by serving as primary point of contact for agent scheduling requirements and issues across multiple contact center sites
- Manages the associate attendance call line
- Compares call-ins to attendance and staffing plan
- Recommends action plan to address gaps in attendance and staffing plan
- Documents attendance issues for agents and communicating scheduling and attendance concerns to operations leadership
- Provides information to associates on attendance procedures and leave options
- Escalates issues to operations managers when disciplinary action is required
- Assists in the generation of staffing forecasts by analyzing key staffing indicators from scheduling systems
- Determines staffing needs based on predicted workload
- Communicates trends and performance gaps to other workforce planning partners
- Collaborates with partners to provide recommendations for operational efficiencies
- Evaluates area performance against parameters by monitoring realtime workforce program and agent performance
- Acts as central point of contact for operation impacting issues
- Coordinates response for impacting issues in order to increase response efficiency and limit impact on performance
- Verifies that volume and agent availability align with business needs
- Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders
- Identifies business needs
- Determines and carrying out necessary processes and practices
- Monitors progress and results
- Recognizes and capitalizing on improvement opportunities
- Adapts to competing demands, organizational changes and new responsibilities
- Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans
Benefits
- 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 expense reimbursement
- Surrogacy expense reimbursement
- Tuition, books, and fees are completely paid for by Walmart through the Live Better U program for eligible full-time and part-time associates.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
Number of Employees
1-10 employees
