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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce planning, scheduling, and forecasting within a multi-site contact center environment, while effectively communicating with leadership and associates to address attendance and staffing concerns. Proven ability to analyze data, build stakeholder partnerships, and implement continuous improvement initiatives.
Highest-signal resume keywords
Workforce PlanningData AnalysisForecastingReal-Time Performance MonitoringEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisForecastingStaffing Indicators AnalysisReport CreationAttendance Management
Soft Skills
Analytical SkillsRelationship BuildingCollaborationAdaptabilityCommitment to Ethics
Tools & Technologies
Microsoft Office
Industry Keywords
Contact CenterCustomer ServiceOperational TrendsContinuous ImprovementCompliance
About the role
Key responsibilities & impact- Serve as primary contact for real-time, scheduling, and attendance issues across multiple contact center sites
- Analyze staffing indicators and forecast workforce needs based on predicted workload and operational trends
- Communicate attendance and scheduling concerns to leadership and recommend action plans
- Monitor real-time workforce and agent performance and coordinate responses to operational issues
- Build stakeholder partnerships to identify business needs and implement workforce solutions
- Provide expert guidance on best practices and support continuous improvement initiatives
- Maintain compliance with company policies and promote ethical standards in workforce planning activities
Requirements
What you’ll need- 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
- Proven experience in workforce planning, scheduling, and forecasting within a multi-site contact center environment
- Strong analytical skills to evaluate staffing needs and monitor real-time performance metrics
- Ability to communicate effectively with operations leadership and associates regarding scheduling and attendance concerns
- Expertise in developing and implementing action plans to address attendance and staffing gaps
- Demonstrated capability to build relationships and collaborate with cross-functional partners
- Commitment to upholding company policies, ethics, and standards
- Proficiency in managing competing demands and adapting to organizational changes
- Preferred: Contact Center, Customer Service, Microsoft Office
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
- Live Better U Walmart-paid education benefit, including tuition, books, and fees for eligible programs
- English Language Learning and short-form certificate programs
- Vacation, holidays, and other uses of PTO/PPTO