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Forecast Analyst, Workforce Optimization

申請 稍後繼續申請 Job ID P007198-R0010407 職位地點 圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Hulu 張貼日期 2021/09/21

工作概要:

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.

WHAT YOU'LL DO
  • Crafting Weekly and Daily forecast plan that is encompassing of volume, AHT, shrinkage and occupancy vital to consistently deliver service level
  • Participate in monthly reviews communicating forecast assumptions and trends utilized
  • Provide scheduling team with forecasts in a timely manner
  • Build partner plans commensurate with ramp strategy
  • Partner with scheduling analysts to maintain daily fluctuation tracking in service to data accuracy (regarding inputs)
  • Work closely with RTA and Operations regarding shrinkage impacts and anomalies
  • Build hiring and ramp plans complete with attrition factors and glide paths
  • Assist in publishing daily, weekly, and monthly reports on forecast performance, shrinkage and other metrics pertinent to understanding capacity needs and staffing coverage
  • Partner cross functionally with multiple groups to acquire inputs vital for accurate staffing forecasts
  • Prepare forecasting reports containing both numerical results and accuracy analysis
WHAT TO BRING
  • 3-5 years of experience
  • 3+ years working in high volume customer-facing multi-channel operational environment
  • Experience with rapid change, emerging markets and 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, MS PowerPoint and/or MS Access skills required
  • Ability to collaborate across the organization, specifically partnering with Marketing, TAO and Operations to incorporate activities into long term planning (with minimal impact to SVL as a desire outcome)
  • Understanding of multiple forecasting methods (examples, Erlang, simulation, time series regression)
  • Bachelor’s 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
NICE-TO-HAVES
  • Ability to develop presentations demonstrating a proficiency in MS Office
  • Experience with Salesforce & Five9


關於 Hulu:

Hulu 提供領先的優質串流服務,可在家居內外直播和點播電視節目及電影,並可選擇移除廣告。Hulu 結合娛樂與技術,是收看電視節目的首選平台。我們利用觀眾喜愛的故事吸引和連繫用戶,亦正物色優秀人才,積極透過開展創新、突破性思維及趣味興致為「電視」重新作出定義。加入我們,一同探索 Hulugan 的生活。

關於 The Walt Disney Company:

華特迪士尼公司,以及其附屬公司及隸屬機構,是頂尖多元化國際家庭娛樂及媒體企業,業務遍及以下範疇:媒體網絡、樂園及度假區、影城娛樂、消費產品與互動媒體。迪士尼在 1920 年代起步之初,只是一間卡通工作室,發展至今已成為娛樂界的翹楚。迪士尼昂然堅守傳承,繼續為家庭中每位成員創造世界一流的故事及體驗;其故事、人物和體驗於世界各地均家傳戶曉。我們在 40 多個國家地區營運業務,僱員及演藝人員攜手協力,創造全球和當地都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC, 其所屬的業務部門是 Hulu

Hulu, LLC 是機會均等的僱主。申請人將獲考慮聘僱,而不分種族、膚色、宗教、性別、國籍、性取向、性別身份、殘疾或受保護退伍軍人身分。Disney 培養商業文化,所有人的想法和決策都有助我們發展、創新、創造最好的故事,並與瞬息萬變的世界息息相關。

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