Senior Analyst, WFM Reporting & Analytics

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:

The Senior Analyst, WFM Reporting & Analytics is responsible for delivering accurate, timely, and actionable insights that support operational performance and strategic decision-making across the global workforce management ecosystem. This role involves designing and maintaining reports, dashboards, and data visualizations that track key WFM metrics. The analyst transforms complex data into clear, meaningful narratives for stakeholders, enabling informed decisions and continuous improvement.

Success in this role requires strong analytical skills, attention to detail, and technical proficiency in tools such as NICE CXone, IEX, Power BI, Tableau, Excel, and SQL. The ideal candidate has a minimum of 3 years of experience in reporting and analytics within a contact center or BPO environment.

Responsibilities and Duties of the Role:

• Performance Reporting: Develop and maintain daily, weekly, and monthly reports on key WFM metrics such as service levels, adherence, occupancy, and forecast accuracy.
• Dashboard Development: Design and manage interactive dashboards using NICE CXone, IEX, and BI tools to provide real-time visibility into operational performance.
• Data Analysis & Insights: Analyze trends and anomalies in workforce data to identify opportunities for improvement and support business decisions.
• Collaboration with Stakeholders: Work closely with WFM, operations, and leadership teams to understand reporting needs and deliver customized analytics solutions.
• Data Integrity & Automation: Ensure data accuracy and consistency across reports and automate recurring reporting processes where possible.

Required Education, Experience/Skills/Training:

• Bachelor’s degree or equivalent experience in a related field
• 3 years of experience in reporting and analytics within a contact center or BPO environment
• 2 years hands-on experience with Excel, SQL, and BI tools such as Power BI or Tableau.
• Strong analytical skills with the ability to troubleshoot data discrepancies and optimize reporting processes.
• Experience in interpreting operational data and presenting insights to cross-functional teams 

Preferred Qualifications:

• Bachelors Degree in a related field
• Proven experience working with NICE CXone, IEX

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 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.