Position Summary...What you'll do...Workforce Operations AnalystPosition SummaryThe Workforce Operations Analyst is responsible for supporting workforce management activities across Marketplace Operations, including scheduling, intraday management, queue health monitoring, staffing optimization, reporting, and workforce governance. This role serves as a key partner to Operations, Workforce Management, and Business Leaders by providing actionable workforce insights and ensuring staffing resources are aligned with business demand.
The ideal candidate is analytical, operationally focused, comfortable working in a fast-paced environment, and capable of supporting both strategic workforce initiatives and day-to-day workforce execution.
Key Responsibilities: Workforce Operations - Monitor daily queue performance, backlog levels, service levels, and workforce utilization.
- Identify workforce risks and recommend staffing adjustments to support business objectives.
- Support workforce management activities across multiple business functions and operational teams.
- Partner with Operations leaders to address emerging staffing and workload challenges.
Scheduling & Staffing - Create, maintain, and optimize employee schedules using workforce management tools.
- Manage schedule changes, shift bids, PTO requests, overtime (OT), and voluntary time off (VTO).
- Analyze staffing requirements and recommend schedule adjustments based on business demand.
- Ensure schedule compliance with company policies and workforce guidelines.
Intraday Management - Monitor real-time performance and workforce adherence.
- Recommend staffing movements to address service level, backlog, and workload fluctuations.
- Coordinate workforce actions to support operational goals and queue health.
- Escalate operational risks and staffing concerns as needed.
Reporting & Analytics - Develop and maintain workforce reports, dashboards, and performance metrics.
- Analyze trends related to demand, backlog, staffing, productivity, and service performance.
- Support daily, weekly, and monthly workforce reviews.
- Provide data-driven recommendations to improve workforce effectiveness.
Workforce Governance - Support workforce management governance processes and operating rhythms.
- Ensure workforce data accuracy across systems and reporting platforms.
- Partner with Workforce Analytics and Technology teams to improve workforce visibility and automation.
Qualifications - Bachelor's degree or equivalent experience.
- 2+ years of Workforce Management, Operations, Contact Center, Business Operations, or Workforce Planning experience.
- Experience with workforce management tools such as NICE IEX, Alvaria (Aspect), Verint, or similar platforms.
- Strong analytical and problem-solving skills.
- Advanced Microsoft Excel skills.
- Experience working with dashboards and reporting tools such as Tableau, Power BI, or similar platforms.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong written and verbal communication skills.
Preferred Experience - Workforce scheduling and staffing optimization.
- Intraday management or real-time operations.
- Contact center, seller support, risk operations, compliance operations, or marketplace environments.
- Workforce reporting and performance analysis.
- Business process improvement and operational excellence initiatives.
Success Measures - Improved workforce visibility and reporting accuracy.
- Effective management of staffing and scheduling activities.
- Timely identification and mitigation of workforce risks.
- Improved queue health, service performance, and workforce productivity.
- Strong partnership with Operations and Workforce Management stakeholders.
About the Team The Marketplace Workforce Management (WFM) team is responsible for enabling operational success across Risk Operations (RSO), Seller Support Operations (SSO), and Business Process Outsourcing (BPO) partners. Our mission is to ensure the right resources are in the right place at the right time while providing leaders with actionable insights to make informed business decisions.
We are transforming Workforce Management from a traditional scheduling function into a Workforce Operations organization focused on workforce visibility, capacity planning, queue health management, productivity optimization, and operational governance.
The team partners closely with Operations, Analytics, Product, Technology, and Vendor Management organizations to deliver staffing solutions, workforce insights, and scalable operational processes that support thousands of associates and hundreds of business queues.
As a Workforce Operations Analyst, you will play a critical role in monitoring business demand, optimizing workforce performance, identifying operational risks, and driving data-informed decisions that directly impact customer and seller experiences. This role offers exposure to workforce strategy, scheduling, intraday management, analytics, and workforce technology, making it an excellent opportunity for individuals looking to build a career in Workforce Management and Business Operations.
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.
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Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications
Associate's degree in Analytics, Statistics, Computer Science, Mathematics, or related field OR 1 year's experience in data analysis, statistics,
computer science, or related area.
1 year's experience analyzing and forecasting data and creating reports.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Contact Center, Customer Service, Microsoft Office
Primary Location...1601 SE 10th St, Bentonville, AR 72716, United States of America
