Workforce Management Analyst

Job Summary

The Senior Analyst, Workforce Planning supports forecasting, capacity planning, and workforce analysis for an assigned CES business vertical. Reporting to the Manager, Workforce Planning, this role is responsible for building accurate forecasts, developing capacity plans, and monitoring business trends to inform staffing decisions. The role offers opportunities to grow forecasting expertise through collaboration with experienced Workforce Planning leaders and subject matter experts.

This role is ideal for a highly analytical, detail-oriented professional who enjoys solving business problems through data and translating insights into actionable workforce 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 Walmart's customer care operations.

As a Senior Analyst, you will partner with the Workforce Planning team to execute day-to-day forecasting, capacity planning, and workforce analysis. Working alongside experienced planners, you'll learn Walmart's forecasting methodology while helping build capacity plans, monitor trends, identify risks, and translate business needs into executable staffing plans.

This role is designed for individuals with a strong analytical foundation who are eager to grow their expertise in forecasting and workforce planning through structured training, mentorship, and hands-on experience.

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.

• Assist in analyzing forecast variances, identify root causes, 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 documentation, assumptions, and planning inputs 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, and process changes into forecasts.

• Support continuous improvement of forecasting models, tools, and planning processes.

What You'll Bring

• Bachelor's degree in Business, Analytics, Industrial Engineering, Operations, Mathematics, Statistics, or a related field.

• 3-5 years of experience in Workforce Management, Scheduling, Capacity Planning, Operational Analytics, Business Analytics, or a related analytical role.

• Contact center workforce management experience strongly preferred.

• Foundational understanding of workforce planning concepts, including forecasting, scheduling, or capacity planning. Advanced forecasting methodologies are not required and will be developed through on-the-job training.

• Strong analytical skills with advanced proficiency in Microsoft Excel and the ability to work with large datasets. Experience with Workforce Management tools is preferred.

• Ability to interpret data, identify trends, and translate insights into practical business recommendations.

• Strong attention to detail with the ability to manage multiple priorities and deadlines.

• Excellent communication and collaboration skills with the ability to partner effectively across Operations, Workforce Management, and cross-functional teams.

• Demonstrated curiosity, learning agility, and a desire to continuously develop new technical and business skills.

• A proactive mindset with a passion for 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. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's 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.

Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [Bangalore] 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. Equal Opportunity Employer:

Walmart, Inc. is an Equal Opportunity 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 diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

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.

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.