Director, Workforce Planning

StartupNWA; Bentonville (AR); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a highly motivated Workforce Planning Director to spearhead the Real-Time function within their Customer Care Team. This role focuses on optimizing staffing levels and enhancing service performance through strategic workforce management. You will lead both US and offshore teams, utilize data analytics for decision-making, and champion process optimization to meet evolving customer needs. Join a dynamic environment that values continuous improvement and offers comprehensive benefits to support your well-being.

Benefits

Competitive Pay

Performance Bonuses

Comprehensive Health Benefits

401(k)

Stock Purchase Options

Paid Time Off

Qualifications

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

Responsibilities

• Lead real-time workforce management for optimal staffing.
• Use data analytics to provide insights and recommendations.

Skills

Workforce Management

Data Analytics

Problem-Solving

Change Management

Education

Bachelor’s degree in business or industrial engineering

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 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 protect service levels and customer experience.
• Partner with Forecasting, Scheduling, and Operations teams to translate business goals into real-time workforce strategies.
• Collaborate with Product, Tech, and Reporting teams to develop tools, automation, and dashboards for smarter decision-making.
• Use data analytics to identify trends, gaps, and root causes, providing insights and recommendations to senior leadership.
• Lead and develop a high-performing real-time command center team, fostering a culture of ownership, agility, and continuous improvement.
• Design and manage escalation protocols for volume spikes, outages, and other risks with speed and accuracy.
• Contribute to business continuity planning by integrating real-time workforce solutions into contingency frameworks.
• Represent real-time operations in cross-functional planning forums, providing updates and strategic input.
• Champion process optimization 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 in a contact center environment.
• Experience with contact center structures, real-time analytics, and performance metrics.
• Strong understanding of workforce forecasting, scheduling, and budgeting.
• Retail experience is preferred.
• Familiarity with business intelligence platforms and solutions.
• Knowledge of Change Management principles and influencing skills.
• Initiative, responsibility, analytical thinking, and problem-solving skills.

Walmart offers competitive pay, performance bonuses, comprehensive health benefits, 401(k), stock purchase options, paid time off, and other benefits to support our associates’ well-being.