Senior Specialist, Workforce Planning

About the team

The Workforce Planning team plays a critical role in optimizing staffing and scheduling across multiple contact center sites. This team analyzes workforce data, forecasts staffing needs, and addresses attendance and scheduling challenges to ensure operational efficiency. Members collaborate closely with cross-functional partners to implement business solutions, monitor performance, and support continuous improvement initiatives. The team values strong communication, analytical skills, and the ability to manage priorities in a dynamic environment. Their efforts directly contribute to delivering excellent service while maintaining alignment with business goals and operational standards.

What you'll do

• Serve as primary contact for real time, scheduling and attendance issues across multiple contact center sites, ensuring alignment with staffing plans.
• Analyze staffing indicators and forecast workforce needs based on predicted workload and operational trends.
• Communicate attendance and scheduling concerns to leadership and recommend action plans to address gaps.
• Monitor real-time workforce and agent performance, coordinating responses to operational issues to minimize impact.
• Build partnerships with stakeholders to identify business needs and implement effective workforce solutions.
• Provide expert guidance on best practices and support continuous improvement initiatives.
• Maintain compliance with company policies and promote ethical standards in workforce planning activities.

What you'll bring

• Proven experience in workforce planning, scheduling, and forecasting within a multi-site contact center environment.
• Strong analytical skills to evaluate staffing needs and monitor real-time performance metrics.
• Ability to communicate effectively with operations leadership and associates regarding scheduling and attendance concerns.
• Expertise in developing and implementing action plans to address attendance and staffing gaps.
• Demonstrated capability to build relationships and collaborate with cross-functional partners to improve operational efficiency.
• Commitment to upholding company policies, ethics, and standards while supporting continuous improvement initiatives.
• Proficiency in managing competing demands and adapting to organizational changes.

Benefits

• 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.
• 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.
• 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. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment.

Pay

The hourly wage range for this position is $26.00 - $51.00*. The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.

Minimum Qualifications

• Associate’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field OR 1 year’s experience in data analysis, statistics, computer science, or related area.
• 1 year's experience analyzing and forecasting data and creating reports.

Preferred Qualifications

• Contact Center, Customer Service, Microsoft Office

Primary Location: 1601 SE 10th St, Bentonville, AR 72716, United States of America