Director, Workforce Planning

Walmart; Arkansas; On-site; USD 110,000 - 220,000; Full time

Job summary

An established industry player seeks a dynamic Workforce Planning Director to spearhead real-time strategies within their Customer Care Team. This pivotal role involves leading both US-based and offshore teams to optimize staffing levels and enhance customer experience. You will collaborate across departments, leveraging data analytics to drive operational improvements and ensure service excellence. With a competitive salary range and comprehensive benefits, this position offers a unique opportunity to shape workforce strategies in a fast-paced environment. If you are passionate about workforce management and eager to make an impact, this role is for you.

Benefits

Health coverage

401(k)

Stock purchase

Paid time off

Tuition assistance

Qualifications

• 7+ years’ experience in Workforce Management in a contact center.
• Strong understanding of forecasting, scheduling, and budgeting.

Responsibilities

• Lead real-time workforce management to ensure optimal staffing.
• Utilize data to identify trends and provide insights for improvements.

Skills

Workforce Management

Real-Time Analytics

Performance Management

Data Analysis

Change Management

Problem-Solving

Education

Bachelor’s degree in business or industrial engineering

Master’s in Analytics or Computer Science

Tools

Business Intelligence Platforms

Job description

Position Summary

We are seeking a highly motivated and organized Workforce Planning Director to lead our Real-Time function in Workforce Planning & Strategy within the Customer Care Team. The primary focus of this role is to lead the strategy and execution of intraday and short-term workforce management strategies to deliver optimal staffing levels, service level performance, and overall customer experience. This position involves leading both US-based and offshore teams to ensure operational efficiency and staffing effectiveness.

What you'll do

• Lead real-time workforce management across Walmart’s Customer Care operations, ensuring optimal staffing to deliver world-class service.
• Monitor intraday performance across all channels, quickly identifying risks and executing staffing adjustments (e.g., OT, VTO, cross-skilling) to maintain service levels and customer satisfaction.
• Partner with Forecasting, Scheduling, and Operations teams to translate business goals into real-time workforce strategies supporting our customers and associates.
• Collaborate with Product, Tech, and Reporting teams to develop tools, automation, and dashboards for smarter, faster decision-making.
• Utilize data to identify trends, gaps, and root causes, providing insights and recommendations to senior leadership for operational improvements.
• Lead and develop a high-performing real-time command center team, fostering a culture of ownership, agility, documentation, and continuous improvement.
• Design and manage escalation protocols to address volume spikes, system outages, and other risks promptly.
• Contribute to Walmart’s business continuity planning by integrating real-time workforce solutions into contingency frameworks.
• Represent real-time operations in cross-functional planning forums, providing performance updates and strategic input for future workforce models.
• Champion process optimization and scalability by continuously enhancing real-time practices to meet evolving customer and business needs.

What You'll Bring

• Bachelor’s degree in business, industrial engineering, or relevant experience.
• 7+ years’ experience in Workforce Management and Technology Solutions within a contact center environment.
• Experience with contact center structures, real-time analytics, and performance management. Strong understanding of forecasting, scheduling, and budgeting.
• Retail-related experience is highly preferred.
• Familiarity with business intelligence platforms and solutions.
• Knowledge of Change Management principles and influencing skills for implementing solutions.
• Demonstrates initiative, responsibility, analytical thinking, and problem-solving skills.

Additional Information

We offer competitive pay, performance bonuses, and comprehensive benefits including health coverage, 401(k), stock purchase, paid time off, and more. Details about PTO and benefits can be found at https://one.walmart.com/notices. Walmart’s Live Better U education program provides tuition assistance for associates. The annual salary range is $110,000 - $220,000, with potential for bonuses and stock options.

Minimum Qualifications

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

Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field, and 5 years’ experience in data management, business analytics, or related area, OR 7 years’ experience in data analysis, statistics, computer science, or related area. Additionally, 2 years’ supervisory experience is required.

Preferred Qualifications

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

Masters in Analytics or Computer Science are preferred.

Primary Location

702 Sw 8th St, Bentonville, AR 72716, United States of America