Workforce Management (WFM) Business Analyst

Workforce Management (WFM) Business Analyst

  • Location FORT WORTH, TX
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Salary
  • Requisition 1069010BR

What you'll do at

• Budget and capacity planning
• Completion and coordination and oversight of ad hoc analysis and team initiatives and projects
• Create, publish and effectively communicate information and analysis measuring workforce operations performance to identify key areas of concentration and potential improvements to the operating environment. This includes improving the staffing models, executive/management reporting used for workforce planning and analysis
• Develop working relationships with other departments to ensure success. Participate in cross-functional teams to leverage workforce processes / management, strategic planning and other operational methodologies and tools.
• Automation of existing department functions and process documentation and improvement
• Coaching and training of less tenured analysts
• Perform root-cause analysis for issues and identify corrective actions.
• Secondary department point of contact for implementation, maintenance, and enhancement of processes
• Collaborate with & occasionally lead peers within and outside of the WFM team
• Stay abreast of the latest developments, best practices and trends in Workforce processes and operations.
• Dedicated to support Fraud

Minimum Qualifications

• Demonstrated knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc.
• Familiar with forecasting and scheduling concepts (Aspect specific experience preferred)
• Very comfortable in Excel with ability to use: Power Pivots, Power Query, VBA Macro’s
• Self-Starter and Problem Solver
• Specific Erlang C experience / knowledge
• Long Term planning / capacity planning
• Financial planning / reporting experience
• Creates formal networks involving coordination across multiple groups
• Acts independently to determine methods and procedures on new/special assignments
• Minimum 1 years’ Experience in WFM

Preferred Qualifications

3 years' experience in WFM
SQL Knowledge
Advanced Microsoft Excel


The Walmart US eCommerce team is rapidly innovating to evolve and define the future state of shopping. As the world’s largest retailer, we are on a mission to help people save money and live better. With the help of some of the brightest minds in merchandising, marketing, supply chain, talent and more, we are reimaging the intersection of digital and physical shopping to help achieve that mission.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

Recently viewed jobs