Senior Specialist, Workforce Planning

Role summary:

The Senior Specialist, Workforce Planning plays a critical role in supporting operational efficiency by managing scheduling, attendance adherence, and staffing forecasts across multiple contact center sites. This position involves analyzing workforce data, identifying performance trends, and collaborating with partners to recommend actionable solutions that align with business needs. The role requires effective communication with leadership and associates to resolve scheduling issues and enhance workforce management. By applying expertise in forecasting and workforce planning, the specialist contributes to optimizing resources and supporting continuous improvement initiatives within a dynamic environment.

About the team:

The Workforce Planning team is essential in optimizing staffing and scheduling across multiple contact center locations. This team analyzes workforce data, forecasts staffing needs, and resolves attendance and scheduling challenges to maintain operational efficiency. Collaborating with cross-functional partners, they implement business solutions, monitor performance, and support continuous improvement efforts. The team emphasizes strong communication, analytical abilities, and effective priority management in a dynamic setting. Their work ensures alignment with business objectives and operational standards, directly contributing to delivering excellent service and supporting overall organizational success.

What you'll do:

• Serve as primary contact for 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 management solutions.
• Provide expert guidance on best practices and support continuous improvement initiatives.

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 performance metrics, enabling data-driven decision-making.
• Excellent communication abilities to effectively collaborate with operations leadership and workforce planning partners.
• Ability to manage attendance adherence issues and recommend actionable solutions aligned with business objectives.
• Demonstrated capability to build relationships with stakeholders and support implementation of operational improvements.
• Commitment to upholding company policies, ethics, and standards while fostering a positive work environment.
• Adaptability to changing priorities and a continuous improvement mindset.

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.

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.

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

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. Benefits are subject to change and may be subject to a specific plan or program terms.

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

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.

Belonging at Walmart

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is-and feels- included, everyone wins. Approximately 90% of the U.S. population lives within 10 miles of a Walmart or Sam's Club - our associates and customers reflect the makeup of all of America, as well as the 18 other countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we're able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Belonging: We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual.

Associates: We want to ensure our associates worldwide are seen for their unique contributions, supported in their daily work, and connected to co-workers.

• Walmart is the U.S.' largest private employer.
• Our policies, practices, and programs promote fairness and the same treatment for all associates. Everyone in our workforce has the same access to opportunities for growth, development, and advancement.
• We transparently report on our workforce twice a year and we have associate resource groups to further engagement, networking, connection and a sense of community.

Business & Customers: We provide an assortment of products and services that meet the unique needs of our customers and members while strengthening our connection to the communities we serve.

• We operate sensory friendly hours in all stores from 8 a.m. to 10 a.m. daily and offer Caroline's Carts - a specially designed shopping cart for children and adults with disabilities.
• Our focus every day is how we can best serve our customers with quality food and goods at everyday low prices, which are 10-25% lower than those of competitors.

Communities: Walmart thrives when we take a shared value approach, complementing business with philanthropy to strengthen the communities where we operate and prioritize issues that are meaningful to our business and all customers.

• Walmart is one of the most charitable companies in the Fortune 500. Last year we gave away over 8% profits through a combination of in-kind and cash gifts totaling more than $1.7 billion.