Manager, Workforce Planning

Job Posting Title: Manager, Workforce Planning Job Summary: Role summary: The Wireless Workforce Manager owns end-to-end workforce management for the wireless back-office contact center, ensuring optimal staffing, scheduling, and performance across a multi-carrier environment. This role is accountable for forecasting demand, building efficient schedules, and managing vendor capacity to meet service levels. The manager monitors real-time performance, drives operational adjustments, and ensures alignment to volume and activation demand. They deliver executive reporting on productivity, service, and spend, while maintaining data integrity. Partnering with operations, carriers, and technology, they support system enhancements and scalability, while driving automation, cost efficiency, and continuous improvement in a high-volume environment. About the team: The Wireless Backoffice Activation Support team ensures smooth execution of postpaid and prepaid carrier activations across retail and digital channels. The team supports store associates and partners by resolving activation issues, managing validations, and handling escalations to complete orders efficiently. Focused on enhancing first-pass activation success and reducing fallout, the team drives process improvements, system upgrades, and automation to boost operational efficiency. By supporting new carrier programs and initiatives, the team plays a vital role in stabilizing activations, safeguarding revenue, and improving the overall customer experience. Job Posting Description: Position Summary... Role summary: The Wireless Workforce Manager owns end-to-end workforce management for the wireless back-office contact center, ensuring optimal staffing, scheduling, and performance across a multi-carrier environment. This role is accountable for forecasting demand, building efficient schedules, and managing vendor capacity to meet service levels. The manager monitors real-time performance, drives operational adjustments, and ensures alignment to volume and activation demand. They deliver executive reporting on productivity, service, and spend, while maintaining data integrity. Partnering with operations, carriers, and technology, they support system enhancements and scalability, while driving automation, cost efficiency, and continuous improvement in a high-volume environment. About the team: The Wireless Backoffice Activation Support team ensures smooth execution of postpaid and prepaid carrier activations across retail and digital channels. The team supports store associates and partners by resolving activation issues, managing validations, and handling escalations to complete orders efficiently. Focused on enhancing first-pass activation success and reducing fallout, the team drives process improvements, system upgrades, and automation to boost operational efficiency. By supporting new carrier programs and initiatives, the team plays a vital role in stabilizing activations, safeguarding revenue, and improving the overall customer experience. What you'll do... Own end-to-end workforce planning, including forecasting, scheduling, and capacity management across a multi-carrier contact center. Develop optimized staffing models aligned to volume, activation demand, and service level targets. Administer workforce platforms and manage queue configurations. Monitor real-time performance and drive intraday adjustments to meet key metrics. Lead vendor performance and ensure contractual compliance. Deliver executive reporting on volume, productivity, and cost. Own workforce budgeting and peak event planning. Own Onboarding / Offboarding of Agents in company systems. Ensure data accuracy, governance, and compliance across workforce systems and reporting. What you'll bring: Strong workforce management expertise, including forecasting, scheduling, and capacity planning in high-volume contact center environments Deep understanding of WFM metrics (AHT, shrinkage, occupancy, abandonment) and their impact on service levels and cost Hands-on experience with workforce platforms (e.g., NICE CXone) and staffing optimization tools Advanced analytical skills with the ability to interpret operational data and drive decision-making Experience managing vendor performance across onshore and offshore teams Strong financial acumen with ownership of budgeting, labor cost control, and efficiency targets Proven ability to communicate clearly and deliver executive-ready insights High ownership mindset with the ability to operate in fast-paced, high-impact environments and drive continuous improvement. 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 annual salary range for this position is $80,000.00 - $155,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include : - Stock ㅤ ㅤ ㅤ ㅤ ‎ Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years’ experience in data management, business analytics, statistics, or related area OR 4 years’ experience in data analysis, statistics, computer science, or related area. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Master's degree in in Analytics, Statistics, Computer Science, Mathematics or related field, Project Management Certification, Six Sigma certification Primary Location... 2501 Se J St, Ste A, Bentonville, AR 72716-3724, United States of America Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment. Minimum Pay: 80000 Maximum Pay: 155000 Pay Frequency: Annual City: BENTONVILLE State: AR Country: United States Job Area: : [Corporate] Job Category: : [Human Resources] Management Level: H Job Family: Organizational Development and Workforce Strategy Shift: Weekday Day Shift: Weekend Day Employment Type: Full time Brand: Walmart