Manager, Workforce Planning

Walmart; Bentonville (AR); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Manager of Workforce Planning to optimize workforce execution for their Marketplace Seller Support center. This pivotal role involves overseeing forecasting, capacity planning, and team leadership to ensure service levels and productivity are met. The ideal candidate will possess extensive experience in Workforce Management within contact centers, strong analytical skills, and proficiency in WFM software. Join a dynamic team that values continuous improvement and offers competitive pay, performance bonuses, and comprehensive health benefits, making it an exciting opportunity for those looking to make a significant impact.

Benefits

Performance bonuses

Comprehensive health benefits

401(k)

Stock options

Paid time off

Tuition coverage for educational programs

Qualifications

• 7+ years in Workforce Management in contact centers, with 3+ years in leadership.
• Proven experience in forecasting, scheduling, and management in high-volume centers.

Responsibilities

• Develop and manage accurate contact volume forecasts and staffing models.
• Lead, mentor, and develop the team for continuous improvement.
• Analyze workforce metrics and partner with QA and Operations teams.

Skills

Workforce Management

Forecasting

Data Analysis

Leadership

Communication

Excel Proficiency

Education

Bachelor's degree in Business or Operations Management

Master's degree (preferred)

Tools

WFM Software

Excel

Job description

Position Summary

The Manager of Workforce Planning will play a critical role in managing and optimizing workforce planning and execution for our Marketplace Seller Support center. This role involves overseeing forecasting and capacity planning to ensure that service levels, productivity, and seller satisfaction targets are met. The ideal candidate will have a strong background in WFM with a deep understanding of contact center operations, and the ability to lead a team to achieve operational excellence.

What you'll do

1. Workforce Planning and Forecasting: Develop and manage accurate contact volume forecasts, capacity and staffing models, analyze historical data, and collaborate with Finance and Operations for alignment.
2. Team Leadership and Development: Lead, mentor, and develop the team, fostering continuous improvement and providing coaching and feedback.
3. Performance Reporting and Analysis: Develop reports on workforce metrics, analyze data for trends and risks, and partner with QA and Operations teams.
4. Technology and Tools Optimization: Manage WFM software, partner with IT, and stay informed about industry best practices.
5. Collaboration and Communication: Work with leadership and stakeholders, participate in projects, and communicate strategies effectively.

You’ll sweep us off our feet if you have

• Bachelor's degree in Business, Operations Management, or related field; Master's preferred.
• 7+ years in Workforce Management in contact centers, with 3+ years in leadership.
• Proven forecasting, scheduling, and management experience in high-volume centers.
• Strong analytical skills and proficiency in WFM software and Excel.
• Excellent leadership, communication, and multitasking skills.

We offer competitive pay, performance bonuses, comprehensive health benefits, 401(k), stock options, paid time off, and other perks. For more details, visit https://one.walmart.com/notices.

Live Better U is a Walmart-paid education benefit program for associates, offering tuition coverage for various educational programs. Eligibility depends on employment status and other factors. For more info, see One.Walmart.

Minimum Qualifications

Degree in Analytics, Statistics, Computer Science, Mathematics, or related field with 2 years’ experience in data management or analytics, or 4 years’ related experience.

Preferred Qualifications

Master's degree in relevant fields, Project Management Certification, Six Sigma certification, or similar credentials.

Primary Location

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