Global Manager, Workforce Optimization
Descrição do cargo:
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 Company’s direct-to-consumer (DTC) experience through strategic hard work and determination!
The combined Disney Streaming Services and Hulu’s 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) organization. In 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 You’ll Need
Bachelor’s 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
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 champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world
Sobre o Disney Direct to Consumer:
A equipe Direct to Consumer da Disney supervisiona os negócios de streaming Hulu e Disney+ na Disney Entertainment, ajudando a levar a melhor narrativa da The Walt Disney Company a fãs e famílias onde quer que estejam.
Sobre The Walt Disney Company:
A The Walt Disney Company, juntamente com suas subsidiárias e afiliadas, é uma líder diversificada em entretenimento familiar e mídia internacional que inclui três segmentos principais de negócios: Disney Entertainment, ESPN e Disney Experiences. Desde seus primeiros passos como um estúdio de desenho animado na década de 1920 até se tornar o atual nome de destaque na indústria do entretenimento, a Disney orgulhosamente dá continuidade a seu legado de criação de histórias e experiências de padrão internacional para toda a família. As histórias, personagens e experiências da Disney tocam consumidores e visitantes de todas as partes do mundo. Com operações em mais de 40 países, nossos funcionários e colaboradores trabalham juntos para criar experiências de entretenimento adoradas por todos.
Esta vaga é oferecida junto à Hulu, LLC, que é parte de um segmento de negócios que chamamos de Disney Direct to Consumer.
Hulu, LLC é um empregador de oportunidades iguais. Os candidatos serão selecionados para emprego independente de raça, religião, cor, sexo, orientação sexual, gênero, identidade de gênero, expressão de gênero, nacionalidade, ancestralidade, idade, estado civil, status militar ou de veterano, quadro clínico, informações genéticas ou deficiência, ou qualquer outro motivo proibido por lei federal, estadual ou local. A Disney defende um ambiente de negócios em que ideias e decisões de todas as pessoas nos ajudam a crescer, inovar, criar as melhores histórias e ser relevantes em um mundo em constante evolução.
ACOMODAÇÃO PARA PESSOAS COM NECESSIDADES ESPECIAIS PARA CANDIDATURAS A EMPREGO
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.
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Conheça este local San Antonio, TX
A The Walt Disney Company entretém, informa e inspira pessoas de todo o mundo com seu poder incomparável de contar histórias, refletindo as marcas icônicas, mentes criativas e tecnologias inovadoras que fazem dela a principal empresa de entretenimento do mundo.
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