Global Manager, Workforce Optimization

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 Companys direct-to-consumer (DTC) experience through strategic hard work and determination!

The combined Disney Streaming Services and Hulus Viewer Experience team is seeking a Global Manager Workforce Optimization (GMWFO) who will be an exceptional addition to our team. As a GMWFO you will provide vision and guidance to our team using prior work experiences to mentor and develop WFO leaders and team members across the overall Viewer Experience (VX) this role you will be working across Hulu Disney and ESPN streaming services. The right person for this role will effectively collaborate with key VX leaders and business partners across organizations/companies to drive improvements and efficiency in the operation. You will provide strategic direction to the organization in the areas of Real-Time Management Intraday Analysis Forecasting and Scheduling. You will partner closely with the Capacity Planning leader to ensure effective staffing projections to achieve service level and performance goals. If you are someone who can think strategically efficiently scale an organization and meet the needs of our viewers across multiple products geographies and channels this is a great role for you.

As the leader of the Workforce Optimization Team in San Antonio Texas you will possess a highly proficient knowledge and execution of Workforce Theory and Best Practices to include all contact center operations and metrics. You will lead an operation that operates 24x7x365 across multiple domestic and international sites/locations across multiple products.

What You Will Do

• Build mentor and lead a team of leaders that support WFO Analysts responsible for overall staffing needs across Hulu Disney and ESPN in multiple geographies (North America EMEA Latin America Asia Pacific)

• Drive and support initiatives across all internal/external partners to improve the customer experience

• Lead analytical data-driven and tactical planning teams

• Collaborate and connect with multiple teams internally externally and across BPOs Domestic and Internationally to gain consensus and ensure staffing strategies are implemented

• Create strategic recommendations to improve productivity while balancing service levels and costs

• Present root cause and deep-dive analysis findings to key business partners to improve effectiveness

• Create an environment where team members are flexible and able to adjust in real-time to the changing needs of the business to improve the employee and customer experience

• Troubleshoot and provide feedback for complex problems related to product launches or marketing initiatives technology natural disasters finance or billing changes and impacts cyclical effects etc.

• Work with senior leadership to develop policies procedures and training sessions that will meet the needs of their department

• Supervise the training development and performance of employees; provide consistent mentoring and feedback

• Handle complex escalated or urgent issues related to contact center management

• Interview and hire workforce personnel as needed

What Youll Need

• Bachelors degree or equivalent experience in WFM

• 7 years of Workforce Management experience including 2 years in a people management role

• Advanced experience working with contact center telephony with a specific focus on real-time management of workflows

• Extensive knowledge of contact center operations including metrics and mathematics

• Developed 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

• Ability to collaborate across the organization specifically teaming up with Tech to respond to incidents and drive improvements

• Adaptable to a constantly evolving and consistently fast-paced environment

• Proven experience working with international Business Process Outsourcers

• Flexible Schedule Willing to support Operational Needs including some weekends nights and holidays

• Ability to travel within the U.S. and globally if needed

Preferred Qualifications

• Experience with Salesforce Nice/CXOne ServiceNow and Team Collaboration tools (Slack/Teams)

Disability accommodation for employment applications