Forecast Analyst, Workforce Optimization

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

Job Summary:

Hulus Viewer Experience (VX or Customer Support) team is seeking a Forecast Analyst who will be an outstanding addition to our Capacity Planning this role you will be drivinglong termand mid-range planning for Viewer Experience Advocate (Customer Service Representative) staffing to meet viewer needs. You will beutilizinginternal and external factors thatimpactvolume handle time and staffing in service toprovidingrecommendations for strategic business decisions to meet service levelobjectives. If you are someone whogrowswithutilizing data to derive business outcomes and is equally motivated toidentifyimprovements 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 volumeAHT shrinkage and occupancy vital to consistently deliver service level

• Provide scheduling team with forecastsin a timely manner

• Partner with scheduling analysts tomaintaindaily fluctuation tracking in service to data accuracy (regardinginputs)

• Participate in monthly reviews communicating forecast assumptions and trends utilized

• Partner cross functionally with multiple groups toacquireinputs vital foraccuratestaffing forecasts

• Build partner planscommensuratewith ramp strategy

• Build hiring and ramp plans complete with attrition factors and glide paths

Historical Review

• Work closely with RTA and Operationsregardingshrinkage impacts and anomalies

• Assistin publishing daily weekly and monthly reports on forecast performanceshrinkageand other metrics pertinent to understandingcapacityneeds and staffing coverage

• Prepare forecasting reportscontainingboth numerical results and accuracy analysis

Required Qualifications (Education Experience/Skills/Training):

• 3 years working in high volume customer-facing multi-channel operational environment

• Experience with rapid change emergingmarketsand seasonality as they relate to planning

• Demonstrated focus on putting viewer and experience first steadfast focus on delighting customers and a strong bias for action

• MS Excel MSPowerPointand/or MS Access skills

• Ability to collaborate across the organization specifically partnering with MarketingTAOand Operations to incorporate activities into long term planning (with minimal impact toSVLas a desire outcome)

• Understanding of multiple forecasting methods (examples Erlang simulation time series regression)

• Bachelors degree or equivalent experience (focus on mathematical skills)

• Ability to deep dive conduct root cause analysis and nimbly adapt to change

• Experience exercising strong oral written listening and social skills

Preferred Qualifications:

• Ability to develop presentationsdemonstratingaproficiencyin MS Office

• Experience with SalesforceIEX&CXOne

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 needa reasonableaccommodation to search for a job opening or apply for a position emailwith 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.