Senior Analyst,Workforce Strategy and Planning

Job Summary:

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job-related responsibilities an d duties as assigned and/or necessary.

About Team:

We are a one-stop shop for all mission-critical services that a re both high-quality and low-cost. Our team is responsible f or a varie ty of priorities, including solving complex problems for all of our stakeholders across the board by providing world-class services such as Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence; Robotic Process Automation, Networking, and Pre; Post Payment Audits. The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat , email . We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year. We Invest in You! At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition. We are looking for career-minded, customer-centric individuals who are experienced in providing best-in-class customer service.

What youll do:

• Contributing to the development and refinement of workforce planning models: Collaborate with senior team members to create and enhance Excel based workforce planning, forecasting, and optimization models. Assist in integrating these models into broader workforce planning tools and dashboards.

• Supporting project execution and organizational design efforts: Assist in the planning and execution of workforce-related projects, contributing to organizational design initiatives by gathering and analyzing internal and external data, and providing data-driven insights and recommendations.

• Assisting in the development of workforce strategies and plans: Partner with cross-functional teams to gather relevant data, validate workforce strategies, and align plans with enterprise objectives . Help e valuat e initiatives for return on investment and potential outcomes, and work on improving the accuracy of workforce forecasting for the annual operating plan.

• Coordinating cross-functional workforce planning efforts: Work with teams to establish priorities and goals, develop action p lans, an d support the monitoring of project milestones. Help or ganize and facilitate cross-functional meetings, track progress, and contribute to the implementation of changes. Assist in the development of metrics to measure project success and communicate findings with stakeholders.

• Supporting talent development and workforce initiatives: Contribute to efforts to attract, develop, and retain a skilled workforce by identifying capability gaps, participating in recruitment, and su pporting m entorship and succession planning initiatives. Help leverage the capabilities of both new and exist ing talent to meet business needs.

• Promoting a culture of integrity and ethical standards: Support efforts to ensure adherence to company standards of integrity and ethics by integrating these value s into progra ms and practices. Assist in the development of responses to non-compliance and suppor t the Op en Door Policy.

• Building and leveraging internal and external partnerships: Work with team members to develop and maintain relationships with key stakeholders, supporting the execution and evaluation of business plans and initiatives. Engage in community outreach and involvement initiatives to support the achievement of business goals.

• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

• 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 practic es; monitoring progress and results; recognizing and capitalizing on improveme nt op portunities; and adapting to competing demands, organizational changes, and new responsibilities.

• Models compliance with company policies and procedures and supports company mission, values, and standards of ethics a nd integr ity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Wha t you ll bring:

• 4 - 8 years of experience in workforce management or scheduling in a call center environment. Having experience in data management, business analytics, statistics, or related area OR 4 to 7 years experience in data analysis, statistics, computer science, or related area

• Proven experience with NICE IEX or similar workforce management tools (e.g., Verint, Calabrio).

• Familiarity with high-volume call centers (1,000+ agents preferred).

• Strong analytical skills with expertise in analyzing occupancy, utilization , and shrinkage metrics.

• Proficiency in NICE IEX, Quick Base, Excel (e.g., pivot tables, VLOOKUP), and Confluence.

• Excellent attention to detail and problem-solving abilities.

• Effective communication and collaboration skills to work with cross-functional teams.

• Ability to manage multiple priorities in a fast-paced environment with manual processes.

• Respect the Individual: Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives ; and communicates and listens attentively, with energy and positivity to motivate, influence, and inspire comm it ment and action.

• Act wi th Int egrity:Follows the law, our code of conduct and company policies, and sets expectations for others to do the same; promotes an environment where assoc iates feel comfortable sharing concerns and reinforces our culture of non-retaliation; listens to concerns raised by associates. takes action and encourages others to do the same; holds self and others accountable for achieving results in a way that is consistent with our values.

• Serve our Customers and Members: Delivers expected business results while putting the customer/member first and consistently applying an omni merchant mindset and acts with an Every Day Low-Cost mindset to drive value and Every Day Low Prices for customers/members.

• Strive for Excellence: Consisten tly ra ises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions, fosters an environment that supports learning, innovation, and learning from mistakes, and intelligent risk-taking; and exhibits resilience in the face of setbacks.

• Strive for Excellence: Seeks and implements continuous improvements and e ncourages th e team to leverage new digital tools and ways of working.

About Walmart Global Tech
Imagine working in an environment where one line of code can make life eas ier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professiona ls withi n the world s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Walmart s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [ Bangalore /Chennai] office for daily work, with the flexibility for associates to manage their personal lives.

Benefits:
Benefits Beyond our great compensation package, you can receive inc entiv e awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Belonging

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 fos ter a sen se of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision i s "everyo ne included." By fostering a workplace culture where everyone is and feel s included, everyone wi ns. Our ass ociates and customers reflect the makeup of all 19 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 .

Equal Opportunity Employer

Walmart, Inc., is an Equal Opportunities Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live bette r when we really know them. That means understanding, respecting and valuing u nique styles, expe riences, identities, ideas and opinions - while being inclusive of all people.