Manager Workforce Planning

Position Summary...

Job Summary

A highly engaged and communicative Manager, Workforce Planning to own forecasting and capacity management for one of our key business verticals within Customer Engagement Services (CES). Reporting to the Senior Manager, Workforce Planning, you will play a pivotal role in shaping and delivering accurate workforce forecasts that align directly with business realities and operational needs. This position is ideal for someone who thrives on cross-functional partnership, operational immersion, and turning data into actionable plans that improve customer experience and efficiency.

What youll do...

About The Role

The Workforce Planning team within Customer Engagement Services (CES) plays a critical role in ensuring the right staffing at the right time to support Walmart’s customer care operations. By aligning demand forecasts with business needs, this team enables CES to deliver seamless, human-centered support at scale. This role is the single point of accountability for forecasting accuracy and capacity alignment within the assigned vertical. The role will work closely with operations, the business units, data science, and other key partners to deeply understand business changes and ensure they are reflected in the forecasts. This role will not just interpret the data – but interpret the business through the data, helping drive informed staffing decisions and proactive readiness across CES operations.

What Youll Do

• Own the end-to-end forecasting and capacity planning for a CES vertical, aligning forecasts with business goals and customer demand patterns.
• Develop strong relationships with key stakeholders in operations, business unit, and data science to gather qualitative and quantitative inputs that shape workforce forecasts.
• Interpret business drivers such as campaign launches, seasonality, and policy changes to proactively adjust forecasts and mitigate risk.
• Deliver concise, insight-driven updates and forecasts that explain assumptions, trends, and business impacts to both operations and leadership.
• Partner with operational leaders to ensure forecast accuracy translates into actionable staffing strategies that protect service levels and productivity.
• Analyze forecast accuracy and variance drivers; implement improvements and adjustments as needed.
• Actively participate in scenario planning, risk mitigation, and surge-readiness exercises.
• Champion clear documentation, forecasting hygiene, and assumption transparency.
• Serve as a connector between the data and the frontline, ensuring forecasts are actionable, understandable, and deeply trusted.
  
  

What Youll Bring

• Bachelor’s degree in Business, Operations, Analytics, Industrial Engineering, or a related field.
• Experience range of 12 – 16 years into Workforce planning and 5+ years of experience in forecasting, capacity planning, or business operations—preferably in customer service or retail environments.
• Strong interpersonal and communication skills, with the ability to collaborate and build trust with operations leaders and business partners.
• Demonstrated ability to synthesize data and business context into clear recommendations and forecasts.
• Familiarity with workforce management tools, Excel, and analytics platforms; data fluency is a strong plus.
• Experience working in or supporting contact center operations is preferred.
• Ability to manage multiple inputs, prioritize with focus, and remain adaptable in a fast-moving environment.
  
  

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people.  That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity experts and service professionals within 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.

Flexible, hybrid work

We use a hybrid way of working with primary in office presence coupled with an optimal mix of virtual presence. We use our campuses to collaborate and be together in person, as business needs require and for development and networking opportunities. This approach helps us make quicker decisions, remove location barriers across our global team, be more flexible in our personal lives.

Benefits

Beyond our great compensation package, you can receive incentive 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 foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone.

At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates 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.

Respect the Individual: Demonstrates and encourages respect for all builds a high performing team seeks and embraces differences in people cultures ideas and experiences creates a workplace where all associates feel seen supported and connected through culture of belonging so associates thrive and perform drives a positive associate and customer member experience for all identifies attracts and retains the best team members

Respect the Individual: Creates a discipline and focus around developing talent through feedback coaching mentoring and developmental opportunities promotes an environment allowing everyone to bring their best selves to work empowers associates and partners to act in the best interest of the customer member and company and regularly recognizes others contributions and accomplishments

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 commitment and action

Act with Integrity: Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving

Act with Integrity: Follows the law our code of conduct and company policies and sets expectations for others to do the same promotes an environment where associates feel comfortable sharing concerns and reinforces our culture of nonretaliation 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

Act with Integrity: Acts as an altruistic servant leader and is consistently humble self aware honest and transparent

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

Serve our Customers and Members Adopts a holistic perspective that considers data analytics customer member insights and different parts of the business when making plans and shaping the teams strategy

Strive for Excellence: Consistently raises 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 risktaking and exhibits resilience in the face of setbacks

Strive for Excellence: Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications:Bachelors 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.

Masters: Analytics, Masters: Computer Science

Project Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - Certification

Primary Location...

Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India R-2294898

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