Scheduling Analyst

Job Summary:

As a Team leader, you will be responsible for encouraging and promoting excellent customer service. You must be able to assist and support your agents (as needed) with technology, professional communication, and career development while building rapport within your team and upholding service level metrics. To exceed our customer's needs, you must be punctual, reliable, problem solve, embrace change, act with integrity, and dedicated to making a difference.

About Team:

We are a one-stop shop for all mission-critical services that are both high-quality and low-cost. Our team is responsible for a variety of priorities, including solving complex problems for all of our stakeholders across the board by providing world-class services such as Source to Contract, Procure to Pay for Goods Not for Resale, Business Intelligence; Robotic Process Automation, Networking, and Pre; Post Payment Audits. The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year. We Invest in You At Walmart, we focus on the growth and development of our associates We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition. We are looking for career-minded, customer-centric individuals who are experienced in providing best-in-class customer service.

What you'll do:

• Schedule Creation and Optimization: Develop and generate agent schedules using NICE IEX, ensuring proper staffing across 15+ management units to meet service level commitments while addressing schedule constraints.
• Headcount Tracking: Monitor and track agent headcount to ensure accurate staffing levels, providing regular updates to the Scheduling Manager and operations partners.
• Staffing and Schedule Recommendations: Analyze staffing allocation data to provide actionable recommendations on staffing adjustments, schedule changes, and time-off allotments, ensuring alignment with operational demand.
• Time-Off Allotment Management: Manage time-off groups and allotments using NICE IEX Time Off Manager, ensuring compliance with current policies while maintaining staffing levels.
• Cross-Functional Collaboration: Partner with key stakeholders (e.g., operations, command center and forecasting team) to align scheduling processes, address dependencies, and improve overall efficiency in a high-volume environment.
• Tool Utilization: Use NICE IEX for scheduling data, short term planning, and time-off management, Quick Base for manual schedule change requests, Excel and Power Bi for data analysis.
• Metric Analysis: Analyze occupancy, utilization, ASA, demand volume, and shrinkage to identify scheduling inefficiencies, providing insights to improve agent productivity and service level performance.
• Process Improvement: Support efforts to reduce manual interventions (e.g., Quick Base tickets, manual break scheduling) by identifying opportunities for automation and efficiency within NICE IEX.

What you'll bring:

• 2+ years of experience in workforce management or scheduling in a call center environment.
• Proven experience with NICE IEX or similar workforce management tools (e.g., Verint, Calabrio).
• Familiarity with high-volume call centers (1,000+ agents preferred).
• Strong analytical skills with expertise in analyzing occupancy, utilization, and shrinkage metrics.
• Proficiency in NICE IEX, Quick Base, Excel (e.g., pivot tables, VLOOKUP), and Confluence.
• Excellent attention to detail and problem-solving abilities.
• Effective communication and collaboration skills to work with cross-functional teams.
• Ability to manage multiple priorities in a fast-paced environment with manual processes.

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.

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.