Forecast Analyst, Workforce Optimization

Department/Group Overview: 

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination. 

Job Summary: 

Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Forecast Analyst who will be an outstanding addition to our Capacity Planning Team. In this role, you will be driving long term and mid-range planning for Viewer Experience Advocate (Customer Service Representative) staffing to meet viewer needs. You will be utilizing internal and external factors that impact volume, handle time and staffing in service to providing recommendations for strategic business decisions to meet service level objectives. If you are someone who grows with utilizing data to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is a phenomenal role for you. 

Responsibilities and Duties of the Role: 

Forecast Creation & Communication  

• Crafting Weekly and Daily forecast plan that is encompassing of volume, AHT, shrinkage and occupancy vital to consistently deliver service level 

• Provide scheduling team with forecasts in a timely manner 

• Partner with scheduling analysts to maintain daily fluctuation tracking in service to data accuracy (regarding inputs) 

• Participate in monthly reviews communicating forecast assumptions and trends utilized 

• Partner cross functionally with multiple groups to acquire inputs vital for accurate staffing forecasts 

• Build partner plans commensurate with ramp strategy 

• Build hiring and ramp plans complete with attrition factors and glide paths 

Historical Review 

• Work closely with RTA and Operations regarding shrinkage impacts and anomalies 

• Assist in publishing daily, weekly, and monthly reports on forecast performance, shrinkage and other metrics pertinent to understanding capacity needs and staffing coverage 

• Prepare forecasting reports containing both numerical results and accuracy analysis 

Required Qualifications (Education, Experience/Skills/Training): 

• 3+ years working in high volume customer-facing multi-channel operational environment 

• Experience with rapid change, emerging markets and seasonality as they relate to planning 

• Demonstrated focus on putting viewer and experience first, steadfast focus on delighting customers and a strong bias for action 

• MS Excel, MS PowerPoint and/or MS Access skills required 

• Ability to collaborate across the organization, specifically partnering with Marketing, TAO and Operations to incorporate activities into long term planning (with minimal impact to SVL as a desire outcome) 

• Understanding of multiple forecasting methods (examples, Erlang, simulation, time series regression) 

• Bachelor’s degree or equivalent experience (focus on mathematical skills) 

• Ability to deep dive, conduct root cause analysis and nimbly adapt to change 

• Experience exercising strong oral, written, listening and social skills 

Preferred Qualifications: 

• Ability to develop presentations demonstrating a proficiency in MS Office 

• Experience with Salesforce, IEX & CXOne 

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. 

• The Walt Disney Company 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.