Schedule Optimization Analyst

Schedule Optimization Analyst – The role supports Disney Direct to Consumer (DTC) and Hulu by aligning workforce schedules with forecasted demand and business goals across global operations. The successful candidate will work closely with BPO Partner Management and external partners to ensure staffing levels at each location meet allocated demand while maintaining balance across partner overstaffing and understaffing. The position drives schedule efficiency, occupancy, shrinkage compliance, and real‑time management (RTM) direction, requiring a strong understanding of BPO staffing models, contracts, and service level agreements (SLAs). Responsibilities and Duties Develop and maintain agent schedules that align with forecasted contact volumes, service level goals, and labor regulations. Manage shift bid processes for the designated bid location, ensuring fairness and transparency. Oversee BPO schedule fulfillment processes for all other locations, ensuring partners maintain key schedules with the flexibility required to manage gaps in cadence with business needs. Partner with BPO vendors across regions to ensure centralized contact distribution and 24/7/365 coverage while balancing staffing across locations to avoid over/under allocation. Apply knowledge of various BPO staffing models—dedicated teams, shared resource pools, hub‑and‑spoke models, and follow‑the‑sun coverage—to optimize scheduling strategies and ensure contractual alignment. Guide and support RTM operations by identifying opportunities for added shrinkage or supplemental coverage not accounted for in the original plan, ensuring adjustments align with real‑time performance needs. Drive improvements in schedule efficiency, occupancy, shrinkage compliance, and RTM readiness through proactive planning and collaboration. Leverage WFM platforms (e.g., NICE, EEM) to automate scheduling and ensure compliance with contractual and regulatory requirements. Required Education, Experience, Skills & Training Bachelor’s degree in Business, Operations, or a related field preferred. 2+ years of experience in workforce management or scheduling within a contact center or BPO environment. Familiarity with BPO staffing models and staffing contracts. Preferred Experience Experience with NICE IEX, EEM, and other WFM platforms is highly desirable. 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 to search for a job opening or apply for a position, email View email address on click.appcast.io with your request. 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. Hiring range for this position in San Antonio, TX: $62,200 to $83,300 per year. In Santa Monica, CA: $71,700 to $87,560 per year. The base pay actually offered will be based on internal equity and may vary depending on the candidate’s geographic region, job‑related knowledge, skills, and experience. A bonus and/or long‑term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and other benefits, depending on the level and position offered. #J-18808-Ljbffr 5024 Hulu, LLC