Sr Manager, Workforce Optimization Forecasting

About the Role & Team

Disney Streaming includes premium streaming services with Hulu a premium streaming service that offers premium originals current season TV an extensive library of hit series and movies and live television ESPN and Disney are Disney-branded streaming services 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 Disney Streaming team is looking for hardworking team players to join the Viewer Experience team who will thrive upon the legacy of Disney ESPN and Hulu embrace non-traditional thinking and who are passionate about contributing to The Walt Disney Companys direct-to-consumer (DTC) experience through strategic hard work and determination!

We are seeking a Senior WFM Manager with a focus on Capacity Planning and Forecasting. This key strategic leader within the Workforce Management (WFM) organization is responsible for driving accurate and data-driven forecasting and capacity planning across a 24/7 multi-channel global contact center. This role ensures operational readiness by aligning long- and short-term volume projections with staffing hiring and budgeting strategies across lines of business regions and languages.

You will partner closely with Operations Finance HR Recruiting and other cross-functional teams to ensure resources are optimally aligned to meet service level objectives productivity targets and business growth. A continual improvement skill set with focus on maintaining industry leading processes is paramount to success. If you are someone with both diverse communication and deep mathematical knowledge who flourishes teaching and leading while delivering best in class business outcomes then this is an excellent role for you!

What You Will Do

• Lead and develop a team of forecasting analysts and capacity planners

• Translate demand forecasts into headcount requirements hiring plans and capacity models aligned to SLAs and budget constraints.

• Develop and maintain long-range short-term and interval-level forecasts (call chat email social etc.) across global contact center sites.

• Lead in capacity planning using deep knowledge and understanding of long-term planning processes and methodology including being able to communicate the whys of both immediate and deferred channel FTE requirements including seasonality

• Design and participate in weekly/monthly reviews communicating planning and execution of queue strategy in an easily consumable manner for contact center audiences

• Assist director in delivering annual and long-term budgetary requirements with insights scenarios and risks to senior leadership

• Work with our strategic goals team and vendors to develop innovative industry-leading Omni-channel outcomes

• Innovate to design and deliver world-class WFM in a blended live and AI Omni-channel environment

• Align both internal and partner staffing in global delivery strategy

• Partner with reporting to ensure consistent and accurate KPI communication

• Other duties as assigned

Required Qualifications & Skills

• Bachelors Degree or equivalent experience

• 5 years of direct leadership experience (leader of leaders is a plus)

• 8 years of proven experience working in a multi-channel global operational environment

• Experience with rapid change emerging markets and seasonality related to direct and indirect contact tools routing and reporting

• Expertise in Continual Improvement (TPS Lean Agile)

• MS Excel MS PowerPoint and/or MS Access skills

• Understanding of diverse queues (both channel and queue size) WFO Tools (Aspect Nice Verint) and Telephony platforms (Nice Salesforce Service Now Zen Desk etc.)

• Experience exercising strong oral written listening and interpersonal ability

• Flexibility to work in-office located in San Antonio TX

Preferred Qualifications

• Masters degree or equivalent experience

• Ability to develop presentations using proficiency in MS Office

• WFM Reporting Database and Telephony tool design experience

• Global experience with an understanding of campaign variation due to multiple languages and regional practices

• Experience with Salesforce Nice/InContact Aspect Domo and Tableau

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 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.