Senior Manager, Workforce Performance
Position Summary...
We are seeking a results-driven and strategically minded Senior Manager of Workforce Performance to join our Customer Engagement Services (CES) team. This leader will serve as the cross-functional performance and finance point-of-contact, owning critical workstreams across partner operations, financial planning, and forecasting insights. The role plays a pivotal part in enabling data-backed decision-making, cost optimization, and operational readiness through scalable frameworks and collaborative execution.What you'll do...
About the Role
This role serves as the connective tissue between CES Finance, Workforce Strategy, and Operations, driving operational excellence, financial discipline, and strategic foresight. The Senior Manager will support workforce strategy, financial plan compliance, and performance intelligence by providing key insights
Key Responsibilities
1. Strategic Partner Performance
Leads the alignment between partner delivery operations and strategic performance expectations across BPOs (Business Process Outsourcing).
- Partner with Operations to define and evolve site strategy aligned with customer experience, cost, and scalability goals.
- Drive volume allocation modeling and support data-driven distribution of contact loads across vendor partners.
- Partner with operations to design and operationalize partner performance scorecards, defining measurable KPIs and accountability routines, Business Continuity Plans (BCPs) with site-level operations to ensure resilience and minimal disruption risk.
- Oversee billing reconciliation and invoice validation in partnership with Finance
2. Financial Forecasting & Performance
- Lead financial forecasting cycles aligned to the Annual Operating Plan (AOP), coordinating assumptions with both internal and external stakeholders.
- Manage variance analysis for both internal and BPO-reported performance, surfacing root causes and partnering with Operations to close gaps.
- Partner with Operations to identify and implement cost improvement initiatives especially through outlier management of high-cost drivers.
- Ensure compliance with budget expectations and proactively flag risk areas or opportunity levers.
- Support financial reviews (e.g., MBRs, QBRs) with insightful reporting on trends, risks, and corrective strategies.
3. Performance Insights & Workforce Intelligence
Drives insight generation and strategic planning through data-driven workforce analytics.
- Track and report on forecast accuracy across demand, staffing, and contact drivers.
- Lead workforce quartiling efforts to assess performance distribution in support of Operational coaching plans.
- Collaborate with L&D teams on skillset planning aligned to workforce strategy and evolving service needs, building a proficiency matrix to align workforce capabilities with performance and business demand.
- Monitor and improve demand forecast model accuracy, using historical and forward-looking inputs to refine projections.
What You’ll Bring
- Bachelor's degree in Finance, Business, Operations, Economics, or related discipline.
- 6–8+ years of experience in financial planning, operations performance, or vendor strategy—preferably in contact center or BPO environments.
- Strong understanding of BPO ecosystems, including cost modeling, forecasting, and performance measurement.
- Demonstrated ability to manage large cross-functional initiatives involving Finance, Ops, and Procurement.
- Expertise in Excel-based financial modeling; experience with data visualization tools (Tableau, Power BI) preferred.
- Clear, executive-ready communication skills with a talent for simplifying complexity into action.
Primary Location
702 SW 8th St, Bentonville, AR 72716, United States
#LI-onsite
About Walmart
This position plays a key role in Walmart’s pursuit of cost-effective, scalable, and high-performing customer care. The responsibilities outlined above reflect core role expectations, but the full scope will be discussed as part of the hiring process.
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.
The annual salary range for this position is $90,000.00-$180,000.00
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.
Minimum Qualifications: Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 4 years’ experience in data management, business analytics, statistics, or related area OR 6 years’ experience in data analysis, statistics, computer science, or related area.Preferred Qualifications...
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Masters: Analytics, Masters: Computer ScienceProject Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - CertificationPrimary Location...
702 Sw 8Th St, Bentonville, AR 72716, United States of America
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