Manager, workforce planning
- Walmart
- 10 - 16 years
- Chennai
- 11 days ago
- Email to a friend
- Report this job
Job Description
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.
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 Walmarts 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 You'll 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 You'll Bring
- Bachelors 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 operationspreferably 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. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity expert's 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.
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 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Business Intelligence & Analytics - OtherEmployement Type: Full timeContact Details:
Company: WalmartLocation(s): Chennai
Keyskills: Workforce Management Capacity Planning IEX Forecasting Workforce Planning
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in