NICE/IEX Infrastructure Manager

About the Role & Team

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, Day to day leader for Incident Management Analysts 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!

The primary purpose of the Contact Center NICE/IEX Infrastructure Manager is to supervise and optimize the workforce management (WFM) processes within the contact center. This includes managing the WFM software platform, ensuring accurate scheduling, and maintaining efficient operations.

What You Will Do

• Manage and maintain the WFM software platform used by the contact center. This involves configuring system settings, user profiles, and access permissions.

• Regularly update the software to leverage new features and enhancements.

• Manage and maintain the procedures related to forecasting and scheduling within the platform.

• Serve as the primary liaison with the software vendor to ensure the ongoing maintenance and stability of the platform.

• Support the efficient utilization of data collection and export tools integrated with the WFM software platform, including ODBC, Salesforce, FTP, and other integration methods.

• Support the generation of advanced reports from the WFM platform. These reports provide insights into agent performance, service levels, and adherence.

• Work closely with other departments to align workforce management practices with organizational goals.

• Collaborate with the vendor management team to align the configuration of the WFM platform with the strategic plan for a centralized contact center control center spanning multiple vendors.

• Collaborate with contact center supervisors to optimize platform automation enhancing agent adherence and compliance.

• Train contact center staff on using the WFM software effectively.

• Stay updated on industry trends and standard processes related to workforce management.

• Propose process improvements and optimizations to enhance overall efficiency.

Required Qualifications & Skills 

• Bachelor’s degree in a relevant field (e.g., management, business, or IT) or equivalent experience.

• 3+ years prior experience in contact center operations, workforce management, or software administration.

• Proficiency in using WFM software platforms (such as IEX WFM) and understanding of call center operations.

• Ability to analyze data, interpret trends, and make data-driven decisions.

• Effective communication with team members, supervisors, and other departments.

Preferred Qualifications 

• Microsoft Office experience

• Management experience

• Project Management

• Lean or other methodologies

Disability accommodation for employment applications

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 in order 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 champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.