Job Information
Walmart Senior Analyst, Service Excellence in San Bruno, California
Position Summary...
What you'll do...
About Us: At Walmart we are committed to delivering exceptional customer experiences through innovation and operational excellence. Our team values collaboration, integrity, and continuous improvement as we strive to set new standards in our industry. In specific this role will provide analytical support to the Seller Support Organization.
Job Description: We are seeking a highly skilled Senior RTA Analyst - WFM to join our Seller Support WFM team. In this role, you will play a pivotal role in optimizing our contact center operations through real-time analytics and workforce management strategies. You will analyze complex data sets, monitor real-time performance metrics, and provide actionable insights to drive operational efficiency and enhance customer satisfaction. The ideal candidate will have extensive experience in a complex contact center environment, strong analytical abilities, and a proven track record of leveraging real-time data to drive strategic decisions.
Key Responsibilities:
Ensure effective operations and achievement of performance goals.
Develop and implement real-time monitoring strategies and tools to optimize workforce utilization and enhance service delivery.
Analyze real-time data to identify trends, anomalies, patterns, and operational opportunities, providing actionable insights to operational teams and senior management.
Collaborate with cross-functional teams to implement process improvements and operational efficiencies based on real-time insights.
Drive the development and maintenance of real-time reporting dashboards and metrics to monitor key performance indicators (KPIs) and service level agreements (SLAs).
Partner cross functional teams to ensure seamless integration of technology solutions and data systems to support real-time analytics and workforce management initiatives.
Manage, and audit queues and skills to enhance the customer experience and balance SLA commitments.
Be the key POC for daily escalations in performance and the go - to expert about daily contact center performance.
As a trusted expert, you will be the face of WFM's brand, giving recommendations directly to senior level leaders of the business.
Daily recommendations will have far-reaching impact to various stakeholders and KPI's.
Requirements:
Bachelor's degree in Business Administration, Statistics, Database management, related field (Master's degree preferred).
7 + Years of Robust WFM Complex contact center experience.
Any combination of combination and or hands on business experience may be supplemented in-lieu of another requirement.
Proven experience in contact center management with at least 3-5 years in a senior or leadership role focused on real-time analytics and workforce management.
Ideal candidate will be familiar with strategic yet creative contingency levers that may improve the seller experience while simultaneously protecting the business.
Strong technical expertise to include robust excel knowledge - this may include various contact center calculations and or formulas.
Expertise in workforce management software (e.g., IEX, Verint, Genesys, Aspect/Alvaria) and proficiency in data analysis tools such as SQL, Python, Power BI, Tableau
Strong understanding of contact center operations, including workforce planning, forecasting, scheduling, and real-time monitoring.
Be inspirational, and influence with interpersonal skills - possess the ability to motivate and inspire a team towards achieving common goals.
Strategic thinker with the ability to translate data insights into actionable strategies and initiatives.
Exceptional communication & presentation skills - portraying information clearly and persuasively to stakeholders at all levels of the organization.
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
For information about PTO, see https://one.walmart.com/notices .
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart .
Hoboken, New Jersey US-10279:The annual salary range for this position is $60,000.00-$114,000.00
San Bruno, California US-08848:The annual salary range for this position is $65,000.00-$124,000.00
Bentonville, Arkansas US-09313/Draper, Utah US-10681:The annual salary range for this position is $50,000.00-$95,000.00
Additional compensation includes annual or quarterly performance bonuses.
Additional compensation for certain positions may also include:
- Stock
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Option 1: Bachelor's degree in business, finance, information technology, retail, human resources, or related area.
Option 2: 2 years' experience in business, finance, information technology, or related area.
Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Bachelor's degree in business, finance, information technology, retail, human resources, or related area, Consulting, experience in business, finance, information technology, retail, human resources, or related area.
Primary Location...
850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America
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, abilities, ideas and opinions- while being inclusive of all people.