Senior Analyst - Workforce management ( Forecasting & Planning)
- Walmart
- 4 - 8 years
- Bengaluru
- 6 hours ago
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Job Description
The Senior Analyst, Workforce Planning is responsible for executing forecasting, capacity planning, and performance monitoring for an assigned CES business vertical. Reporting to the Manager, Workforce Planning, this role focuses on building and maintaining accurate forecasts, developing detailed capacity plans, and proactively monitoring business trends to inform staffing decisions. This role is ideal for a highly analytical, detail-oriented professional who thrives in the tactical execution of workforce strategy and enjoys translating data into clear, actionable plans that support operational performance.
About the Role
The Workforce Planning team within Customer Engagement Services (CES) ensures the right staffing at the right time to support Walmarts customer care operations. As a Senior Analyst, you will be responsible for running the day-to-day forecasting processes, building capacity models, tracking trends, and identifying risks and opportunities within your assigned vertical. You will work closely with the Workforce Planning Manager, operations leaders, and cross-functional partners to ensure forecasts accurately reflect business realities and translate into executable staffing plans.
What You'll Do
- Build and maintain short- and long-term demand forecasts using historical data, business inputs, and trend analysis.
- Develop detailed capacity plans aligned to forecasted demand, productivity assumptions, and service level targets.
- Monitor business trends, performance metrics, and forecast accuracy to proactively identify risks or variances.
- Conduct root cause analysis on forecast variances and recommend tactical adjustments.
- Partner with operations to ensure capacity plans translate into actionable staffing strategies.
- Support scenario planning and surge-readiness efforts by modeling volume and staffing impacts.
- Maintain forecasting hygiene, documentation, and assumption tracking to ensure transparency and repeatability.
- Provide regular reporting and insights on forecast performance, emerging trends, and staffing outlooks.
- Collaborate with data science and business stakeholders to incorporate new drivers, initiatives, or process changes into forecasts.
- Continuously refine models and tools to improve accuracy, efficiency, and scalability.
What You'll Bring
- Bachelors degree in Business, Analytics, Industrial Engineering, Operations, or related field.
- 47+ years of experience in forecasting, workforce planning, capacity modeling, or operational analytics.
- Strong analytical and modeling skills with advanced proficiency in Excel and experience with workforce management tools.
- Ability to interpret data trends and translate them into clear, tactical staffing implications.
- Experience supporting contact center or retail operations preferred.
- Strong attention to detail with the ability to manage multiple data inputs and deadlines.
- Clear communication skills with the ability to present findings to operations partners and leadership.
- A proactive mindset with a focus on continuous improvement and operational excellence.
About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier 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 professionals within the worlds 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.
Walmarts 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 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 isand feelsincluded, 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, were 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 better when we really know them. That means understanding, respecting and valuing unique styles, experiences, identities, ideas and opinions while being inclusive of all people.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: WalmartLocation(s): Bengaluru
Keyskills: Forecasting Workforce Planning Headcount Management
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