Senior Specialist, Workforce Planning

Other # Se 10th St
Bentonville, AR

R-2607686

$26.00 - $51.00/hr*

Full time

Shifts may vary

ONSITE ROLE- BENTONVILLE

Role summary:
The Senior Specialist, Workforce Planning, plays a critical role in supporting operational efficiency by managing scheduling and attendance adherence across multiple contact centers. This position involves analyzing staffing forecasts, monitoring real-time performance, and collaborating with key stakeholders to address workforce needs and optimize resource allocation. The role requires effective communication, problem-solving, and the ability to implement business solutions that align with organizational goals.

By providing expert guidance and fostering strong partnerships, this position contributes to maintaining high standards of service and operational excellence.

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.

• 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.

• 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.

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,…