Manager Workforce Planning

Position Summary...

What you'll do...

Walmart is looking for a Workforce Manager to help bring Customer Service to the next level. Your mission (and ours) is unique and powerful. Put aside your experiences or perceptions of customer service; Walmart takes Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every customer interaction.

About Team:
Our team is focused on developing a streamlined, dependable company that includes service operations and technology solutions for Finance, People, and Associate Digital Experience (ADE). We also provide a variety of services such as procurement, supplier portfolio management, merchandising master data, and analytics. From developing HR chatbots and virtual assistants to creating invoice solutions and facilitating legal changes, we help drive efficiency across Walmart globally.

What you'll do:

• Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals; analyze data sets and deliver recommendations.

• Build short and long-term staffing recommendations through scheduling; perform "what if" scenarios with volume, AHT, and shrinkage variables.

• Creation of human-centric flexible contact center schedules that balance demand and satisfaction

• Develop and maintain schedules for all departments within the organization.

• Negotiate and coordinate schedules with internal and external stakeholders by resolving conflicts and ensure that all requirements are met to support customer experience.

• Track and manage resources, including personnel, equipment, and facilities.

• Maintain accurate records of all scheduling activities.

• Stay up-to-date on scheduling software and best practices.

What you'll bring:

As the Contact Center Scheduling manager, you will utilize your Workforce Management (WFM) expertise in monitoring, evaluating, updating, & making recommendations for improving the WFM processes, utilizing & maintaining WFM tools (IEX), and optimizing contact center resources around business need. The role is responsible for reviewing and updating weekly, daily, & interval forecasts & staffing requirements and creating optimal schedules for his/her assigned Skills/LOB s to best optimize the call center s resources in order to reach optimal service levels mandated by the Management Team. This role is responsible for Scheduling strategies, alignment, & optimizing and re-optimizing meetings, trainings, breaks, lunches, etc. The Scheduling Analyst is also responsible for implementing any approved changes or courses of action with Workforce Management Software & Tools and coordinating such with the vendor(s), ISD, and Contact Center Operational Management.

• Bachelor's degree in business administration, management or related field

• At least 8 years of experience working in a call center workforce management environment in both real-time and planning roles and 3+ years of experience in scheduling or related field.

• Experience with standard call center applications and systems, including IVR, ACD and WFM software (i.e. IEX, Aspect).

• Deep analytical experience in Customer Service or Operations including working knowledge of Six Sigma tools, Lean techniques and SQL.

About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Flexible, hybrid work:
We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.

Benefits:
Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Primary Location...