Forecast Analyst, Workforce Optimization

Customer Support San Antonio, Texas

Description

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