Senior Specialist, Workforce Planning (Remote)

Walmart•Bentonville, AR

9d•Remote

About The Position

As a Specialist, Workforce Planning, you'll dive into data that shapes how our teams operate and succeed. You'll analyze trends, generate insightful reports and support forecasting activities that keep our operations running smoothly. Your analytical mindset will help identify patterns that drive smarter decisions across the organization. You'll collaborate with cross-functional teams, bringing a proactive and curious approach to every challenge. This is your chance to grow your skills while making a tangible difference in how we work.

Requirements

1–3 years of experience in Customer Service
1–3 years of experience in a Contact Center environment
Basic proficiency in Microsoft Office, including Excel
Associate’s degree in Analytics, Statistics, Computer Science, Mathematics, or a related field.
1 year of experience in data analysis or a related area
1+ year of experience analysing data, generating reports, and supporting forecasting activities
Entry-level profile with foundational analytical skills

Nice To Haves

1–2 years of experience using workforce management tools (e.g., IEX platform)
Experience in reporting, monitoring, and tracking performance metrics
Experience working with tools like Salesforce for monitoring operations
Strong analytical mindset with the ability to identify trends and patterns
Proactive, self-motivated, and inquisitive approach
Team-oriented with strong collaboration skills
Effective communication skills (written and verbal)

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 managing the associate attendance call line comparing callins to attendance and staffing plan recommending action plan to address gaps in attendance and staffing plan documenting attendance issues for agents and communicating scheduling and attendance concerns to operations leadership providing information to associates on attendance procedures and leave options and escalating issues to operations managers when disciplinary action is required
Assists 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 with partners to provide recommendations for operational efficiencies.
Evaluates area performance against parameters by monitoring real-time workforce program and agent performance acting as central point of contact for operation impacting issues coordinating response for impacting issues in order to increase response efficiency and limit impact on performance and verifying 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 identifying business needs determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting 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 using the Open Door Policy: and demonstrating and assisting others with how to apply these in executing business processes and practices.
Demonstrates UpToDate expertise and applies this to the development execution and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices supporting and aligning efforts to meet customer and business needs and building commitment for perspectives and rationales.