Position Summary...

What you'll do...

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…

Workforce Planning and Forecasting:

• Develop and manage accurate short-term and long-term contact volume forecasts to meet service level objectives.

• Develop and manage accurate capacity and staffing models to meet service level and budgetary objectives.

• Analyze historical data and market trends to forecast demand and adjust staffing levels accordingly.

• Collaborate with Finance and Operations to align workforce and hiring plans with budgetary goals.

Team Leadership and Development:

• Lead, mentor, and develop a team of Workforce Management Analysts, ensuring they have the skills and tools needed to succeed.

• Foster a culture of continuous improvement, encouraging the team to identify and implement process enhancements.

• Provide regular coaching and performance feedback to team members.

Performance Reporting and Analysis:

• Develop and deliver regular reports on workforce metrics, including forecast accuracy, occupancy, shrinkage, and service level performance.

• Analyze data to identify trends, opportunities, and risks, providing actionable insights to senior leadership.

• Partner with QA and Operations teams to understand and address factors impacting performance.

Technology and Tools Optimization:

• Manage and optimize WFM software and tools, ensuring they meet the evolving needs of the contact center.

• Partner with IT and vendors to resolve technical issues and implement system enhancements.

• Stay informed about industry best practices and emerging technologies to keep Walmart Seller Support at the forefront of workforce management.

Collaboration and Communication:

• Work closely with WFM Leadership, Contact Center Leadership, Operations, HR, and other key stakeholders to ensure alignment on goals and strategies.

• Participate in cross-functional projects and initiatives aimed at improving overall contact center performance.

• Communicate WFM strategies and updates effectively to all levels of the organization.

You’ll sweep us off our feet if you have…

• Bachelor's degree in Business, Operations Management, or related field; Master's degree preferred.

• 7+ years of experience in Workforce Management within a contact center environment, with at least 3 years in a leadership role.

• Proven track record in forecasting, scheduling, and real-time management for a high-volume contact center.

• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.

• Proficiency in Workforce Management software (e.g., NICE, Verint, Aspect) and advanced Excel skills.

• Excellent leadership and team management skills, with a focus on coaching and development.

• Strong communication and interpersonal skills, with the ability to work collaboratively across teams.

• Ability to manage multiple priorities in a fast-paced, dynamic environment.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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For information about PTO, see https://one.walmart.com/notices.

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Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $80,000.00-$155,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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Minimum Qualifications...

Outlined below are the required 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 2 years’ experience in data management, business analytics, statistics, or related area OR 4 years’ experience in data analysis, statistics, computer science, or related area.

Preferred Qualifications...

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

Master's degree in in Analytics, Statistics, Computer Science, Mathematics or related field, Project Management Certification, Six Sigma certification

Primary Location...

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