Forecast Analyst, Workforce Optimization

Forecast Analyst, Workforce Optimization

Job :
Location: San Antonio, Texas / Santa Monica, California, United States
Business: Disney Direct to Consumer
Date posted: Mar. 02, 2026

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu and Disney+, offering a vast library of premium originals, current season TV, movies, and live television. Our DTC team seeks hardworking team‑players for the Viewer Experience team who thrive on the legacy of Disney and Hulu, embrace unconventional thinking, and are passionate about delivering an outstanding direct-to-consumer experience through strategic hard work and determination.

Hulu’s Viewer Experience (VX or Customer Support) team is seeking a Forecast Analyst for the Capacity Planning Team. In this role, you will drive long‑term and mid‑range planning for Viewer Experience Advocate (Customer Service Representative) staffing to meet viewer needs. You will utilize internal and external factors that impact volume, handle time, and staffing to provide recommendations for strategic business decisions that meet service level objectives.

If you grow by utilizing data to derive business outcomes and are motivated to identify process improvements and partner across multiple arenas of the contact center, this is the role for you.

• Craft weekly and daily forecast plans encompassing volume, AHT, shrinkage, and occupancy to consistently deliver service level
• Provide scheduling team with forecasts in a timely manner
• Partner with scheduling analysts to maintain daily fluctuation tracking for data accuracy (regarding inputs)
• Participate in monthly reviews to communicate forecast assumptions and trends utilized
• Partner cross‑functionally with multiple groups to acquire inputs vital for accurate staffing forecasts
• Build partner plans commensurate with ramp strategy
• Develop hiring and ramp plans complete with attrition factors and glide paths

• Work closely with RTA and Operations regarding shrinkage impacts and anomalies
• Assist in publishing daily, weekly, and monthly reports on forecast performance, shrinkage, and other metrics pertinent to understanding capacity needs and staffing coverage
• Prepare forecasting reports containing both numerical results and accuracy analysis

• 3+ years working in high‑volume customer‑facing multi‑channel operational environments
• 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

• Ability to develop presentations demonstrating a proficiency in MS Office
• Experience with Salesforce, IEX & 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 need a reasonable accommodation to search for a job opening or apply for a position, email Candid This email address is not for general employment inquiries or correspondence.

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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,…