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Workforce Analyst, Scheduling

Apply NowApply Later Job ID 10005757 Location San Antonio, Texas, United States Business Disney Media & Entertainment Distribution Date posted Aug. 11, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we’re looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about. 

SUMMARY 

Are you looking for a position that provides a front-row seat to the “Behind the Scenes” management and support of our Viewer Experience Center? If yes, we want to hear from you! We are seeking a confident, ambitious, and curious candidate that wants to be part of a solution-based team! A person who would like to establish their brand, help create memorable relationships and partnerships. In this role, you will have an opportunity to influence our ongoing strategies, partner to improve our guidelines and develop new concepts that support our core values. 

The Global Command Center supports Disney+, Hulu, and ESPN+ services 24x7x365, across multiple channels in numerous locations - domestic and international. As an intermediate/experienced-level individual contributor with the Workforce Optimization Team in San Antonio, Texas, this analyst applies Workforce Theory and Best Practices to govern call center operations, metrics, scheduling, and staffing.  

WHAT YOU'LL DO 

  • Monitor daily and intraday volume, average handle time and other critical staffing metrics as measured against forecast, identify variances, understand and communicate drivers, create a pre-determined action plan to keep performance in line with goals 

  • Conduct root cause, deep-dive analysis, implements actions based on the observed and quantified trends to drive efficiency and stabilize performance 

  • Collaborate to make staffing decisions that support operational objectives, handles the communication and coordination with workforce leadership 

  • Reflection on the prior day results in driving the current day, indicating drivers of those results and appropriate recommendations to ensure the proper course of action 

  • Adapts to rapidly changing environments with proactive adjustments of plans to sustain critical metrics during periods of flux 

  • Examine intraday agent adherence and efficiency, communicate noncompliance to team managers and BPO workforce teams 

  • Responsible for attendance management and communication, including planned and unplanned time-off 

  • Observe and respond to multiple Slack Channels, provide outstanding support to inquiries around strategies and guidelines 

  • Identifying and raise system issues/outages, partner for Telephony, Social and Help Center messaging, track and report intraday performance impact via alerts or post-mortems 

  • Identify and present analytical trend feedback to Forecasting or opportunities to streamline Schedule Planning processes 

  • Design strategy, guidelines, procedures, reporting, and training programs to support workforce and operation’s needs - review, and complete quarterly audits 

  • Assist in interviewing and hiring workforce personnel. Design a new-hire curriculum. Facilitate training, for interns, new hires, and management 

  • Build and cultivate working relationships with cross-functional teams including partner management, training, operations, human resources, technology, and others 

WHAT TO BRING 

  • Preferred +3 years working in Call Center/Contact Center Operations, Workforce Optimization/Management 

  • Capacity to work and interact with people at various levels of a professional organization from associates to senior leadership, success in working cross-functionally and independently across numerous teams with various functional partners 

  • Interpersonal and presentation skills – oral, written, listening and social, including articulation 

  • Collaboration skills, malleable to work autonomously and in a group, ability to excel in a dynamic environment and with ambiguity, possess excellent follow-up skills 

  • Analytical and organizational skills, ability to work independently with minimal mentorship or supervision 

  • Proficiency with time management and prioritization of tasks to meet deadlines in a fast-paced environment with quality, attention to detail, consistent delivery of data integrity that is clean and compliant 

  • Technical skills, including highly proficient in Microsoft Office Products – Excel, Word, Access, PowerPoint 

  • Adaptable to an ever-changing and consistently fast-paced environment, flexible with schedule to accommodate business needs, maintain reliable attendance to include being on time 

NICE-TO-HAVES 

  • Capacity to design and develop advanced reporting and data analytics tools with shown success in identifying patterns and devising solutions to address trends actively 

  • Quantitative analytics, ability to complex situations through creative thinking and innovation 

  • Capacity to create Microsoft Excel pivot tables/reports, VLOOKUP, charts, and graphs 

  • Experience with Salesforce, Five9 Telephony, Calabrio, Aspect, Verint, IEX 

 

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is an inclusive environment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, in accordance with applicable federal, state and local law. Hulu is committed to providing reasonable accommodations to applicants if needed during the interview process. We are proud to be an Equal Opportunity Employer.

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Hulu, LLC, which is part of a business we call Disney Media & Entertainment Distribution.

Hulu, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

Apply NowApply Later

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