Senior Specialist, Workforce Planning

Job Description

Position Summary... What you'll do... Assists management with the resolution of scheduling and attendance adherence issues by serving as primary point of contact for agent scheduling requirements and issues across multiple contact center sites managing the associate attendance call line comparing callins to attendance and staffing plan recommending action plan to address gaps in attendance and staffing plan documenting attendance issues for agents and communicating scheduling and attendance concerns to operations leadership providing information to associates on attendance procedures and l eave options and escalating issues to operations managers when disciplinary action is required Assists in the generation of staffing forecasts by analyzing key staffing indicators from scheduling systems determining staffing needs based on predicted workload communicating trends and performance gaps to other workforce planning partners and collaborating with partners to provide recommendations for operational efficiencies Evaluates area performance against parameters by monitoring realtime workforce program and agent performance acting as central point of contact for operation impacting issues coordinating response for impacting issues in order to increase response efficiency and limit impact on performance and verifying that volume and agent availability align with business needs Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders identifying business needs determining and carrying out necessary processes and practices monitoring progress and results recognizing and capitalizing on i mprovement opportunities and adapting to competing demands organizational changes and new responsibilities Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans using the Open Door 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

Required Skills