Senior Manager, Workforce Management

工作 ID 10112746 地點圣安东尼奥, 德克萨斯州, 美國 有意工作的公司 Disney Direct to Consumer 日期已公佈 Feb. 07, 2025

申請

工作概要:

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 Company’s direct-to-consumer (DTC) experience through strategic hard work and determination!

We are seeking a Senior WFM Manager in San Antonio, TX who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering accurate and impactful data for our operations team, ensuring efficient contact delivery and world-class tool utilization. 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 team managers in forecasting, scheduling, and real-time arenas
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 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
Work with our strategic goals team and vendors to develop innovative industry-leading Omni-channel outcomes
Understand both the use and set-up (including formulae) of WFM and telephony systems, ensuring tool education and usage both within the WFM team and within operations
Partner with Operations to define working processes (both internal and external) and drive accountability across the enterprise
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

Bachelor’s 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 required
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

Master’s 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 Candidate.Accommodations@Disney.com 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.

申請

關於Disney Direct to Consumer:

Disney 的直接消費者團隊負責監督 Disney Entertainment 中的 Hulu 和 Disney+ 串流業務，協助將 The Walt Disney Company 一流的故事講述給世界各地的粉絲和家庭。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。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，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Hulu, LLC，其所屬的業務部門是 Disney Direct to Consumer。

Hulu, LLC 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

遇到技術問題？查看常見問題以尋求協助。