Forecast Analyst, Workforce Optimization

Job Posting Title:

Forecast Analyst, Workforce Optimization

Req ID:

10143388

Job Description:

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 

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

• 3+ years working in high volume customer-facing multi-chann