Senior Specialist, Workforce Planning
About The Position
The Senior Specialist, Workforce Planning plays a critical role in supporting operational efficiency by managing scheduling, attendance adherence, and staffing forecasts across multiple contact center sites. This position involves analyzing workforce data, identifying performance trends, and collaborating with partners to recommend actionable solutions that align with business needs. The role requires effective communication with leadership and associates to resolve scheduling issues and enhance workforce management. By applying expertise in forecasting and workforce planning, the specialist contributes to optimizing resources and supporting continuous improvement initiatives within a dynamic environment. The Workforce Planning team is essential in optimizing staffing and scheduling across multiple contact center locations. This team analyzes workforce data, forecasts staffing needs, and resolves attendance and scheduling challenges to maintain operational efficiency. Collaborating with cross-functional partners, they implement business solutions, monitor performance, and support continuous improvement efforts. The team emphasizes strong communication, analytical abilities, and effective priority management in a dynamic setting. Their work ensures alignment with business objectives and operational standards, directly contributing to delivering excellent service and supporting overall organizational success.
Requirements
- Proven experience in workforce planning, scheduling, and forecasting within a multi-site contact center environment.
- Strong analytical skills to evaluate staffing needs and performance metrics, enabling data-driven decision-making.
- Excellent communication abilities to effectively collaborate with operations leadership and workforce planning partners.
- Ability to manage attendance adherence issues and recommend actionable solutions aligned with business objectives.
- Demonstrated capability to build relationships with stakeholders and support implementation of operational improvements.
- Commitment to upholding company policies, ethics, and standards while fostering a positive work environment.
- Adaptability to changing priorities and a continuous improvement mindset.
- 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 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 management solutions.
- Provide expert guidance on best practices and support continuous improvement initiatives.
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 leave
- Jury duty leave
- Voting leave
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption expense reimbursement
- Surrogacy expense reimbursement
- Live Better U education benefit program (tuition, books, and fees paid by Walmart for 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
