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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management, including scheduling optimization, intraday management, and performance monitoring. Proven ability to lead teams, drive process improvements, and enhance operational efficiency in Marketplace Operations.
Highest-signal resume keywords
Workforce ManagementScheduling OptimizationPeople LeadershipAdvanced Microsoft ExcelData Analysis
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead the end-to-end Workforce Management function across assigned Marketplace Operations business areas
- Own workforce execution from forecast intake through scheduling, intraday management, and reporting
- Establish Workforce Management governance and best practices
- Lead schedule creation, optimization, publication, and schedule change management
- Optimize staffing while balancing business requirements and employee experience
- Lead intraday workforce execution to achieve service levels
- Manage schedule adherence, occupancy, staffing risks, overtime, VTO, and contingency plans
- Monitor workforce KPIs and drive corrective actions
- Conduct workforce reviews to improve efficiency and operational performance
- Partner with Operations, Forecasting, Finance, Product, Analytics, HR, Engineering, and BPO partners
- Oversee Workforce Management execution across outsourced operations
- Ensure vendor staffing and scheduling align with business expectations
- Drive automation, process improvements, and Workforce Management system enhancements
- Standardize Workforce Management processes and documentation
- Lead, coach, and develop Schedulers and Real-Time Analysts
- Establish performance expectations and support career development
Requirements
What you’ll need- Bachelor's degree in Business, Operations, Supply Chain, Engineering, or a related field
- 8+ years of Workforce Management, Scheduling, Real-Time Management, or Contact Center Operations experience
- 3+ years of people leadership experience
- Experience with NICE IEX, NICE CXone WFM, Verint, Aspect, or Genesys
- Advanced Microsoft Excel skills
- Strong analytical abilities
- 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
- Ability to work onsite in Bentonville, AR
- Preferred: Retail, eCommerce, Marketplace, or omnichannel operations experience
- Preferred: Experience managing BPO workforce operations
- Preferred: Experience with SQL, Tableau, or Power BI
- Preferred: Knowledge of Erlang, scheduling optimization, and intraday management
Benefits
Comp & perks- Performance-based bonus awards
- Medical, vision, and dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- PTO, including sick leave
- Parental leave
- Family care leave
- Bereavement leave
- Jury duty leave
- Voting leave
- Short-term and long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- PTO and/or PPTO for vacation, sick leave, holidays, or other purposes
- Live Better U Walmart-paid education benefit, including tuition, books, and fees for eligible programs
- English Language Learning and short-form certificate programs through Live Better U
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce ManagementSchedulingReal-Time ManagementData AnalysisStatisticsBusiness AnalyticsProcess ImprovementKPI MonitoringForecastingOccupancy Management
Soft Skills
Analytical AbilitiesCoachingTeam DevelopmentCollaborationCommunication
Tools & Technologies
NICE IEXNICE CXone WFMVerintAspectGenesysSQLTableauPower BI
Industry Keywords
RetailECommerceMarketplaceOmnichannel OperationsBPO Workforce Operations