Senior Manager, Workforce Planning & Real-Time Operations

Walmart; Bellevue (WA); On-site; USD 80,000 - 155,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Job summary

Walmart is hiring a Manager, Workforce Management to lead the end-to-end WFM function for Marketplace Operations in Bentonville, AR. You will supervise Schedulers and Real-Time Analysts and partner with Operations, Finance, Product, Analytics, HR, and BPO teams to optimize staffing, forecasting, and intraday execution.

You will drive governance, process improvements, and strong performance across KPIs, ensuring service levels and employee experience are balanced.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Engineering, or related field.
• 8+ years in Workforce Management, Scheduling, Real-Time Management, or Contact Center Operations.
• 3+ years of people leadership experience.
• Experience with NICE IEX, NICE CXone WFM, Verint, Aspect, or Genesys.
• Advanced Microsoft Excel skills and strong analytical abilities.

Responsibilities

• Lead end-to-end Workforce Management across assigned business areas.
• Own forecast intake, scheduling, intraday management and reporting.
• Establish governance and best practices for WFM.
• Lead schedule creation, optimization and change management.
• Balance staffing needs with business requirements and employee experience.
• Manage intraday operations to achieve service levels and occupancy targets.
• Monitor KPIs, drive corrective actions and efficiency improvements.
• Partner with Operations, Finance, Product, Analytics, HR, and BPO teams.
• Oversee vendor and BPO WFM across outsourced operations.
• Drive automation and continuous improvement in WFM processes.

Skills

Workforce Management

Scheduling

Intraday Operations

Leadership

Data Analysis

Vendor Management

Education

Bachelor's degree in Business, Operations, Supply Chain, Engineering, or related field

Bachelor's degree in Analytics, Statistics, Computer Science, Mathematics, or related field

Tools

NICE IEX

NICE CXone WFM

Verint

Aspect

Genesys

Job description

Walmart is hiring a Manager, Workforce Management to lead the end-to-end WFM function for Marketplace Operations in Bentonville, AR. You will supervise Schedulers and Real-Time Analysts and partner with Operations, Finance, Product, Analytics, HR, and BPO teams to optimize staffing, forecasting, and intraday execution.

You will drive governance, process improvements, and strong performance across KPIs, ensuring service levels and employee experience are balanced.