Workforce Scheduling Analyst

This is a Full Time Job

Location: San Antonio, Texas, United States; Santa Monica, California, United States

Job Summary:

Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, 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 Scheduling Analyst plays a critical role in aligning workforce schedules with forecasted demand and unified business goals across global operations. As a key collaborator with BPO Partner Management and external BPO partners, this role ensures that staffing levels at each location meet allocated demand while maintaining balance across partner overstaffing and understaffing. The Scheduling Analyst drives schedule efficiency, occupancy, shrinkage compliance, and real-time management (RTM) direction. This role requires a strong understanding of BPO staffing models-such as dedicated teams, shared resource pools, hub-and-spoke models, and follow-the-sun coverage-as well as familiarity with staffing contracts and service level agreements (SLAs). Success depends on the ability to translate forecast data into actionable schedules using workforce management tools, while maintaining compliance and operational agility across regions.

Responsibilities and Duties of the Role:
• 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. For all other locations, oversee BPO schedule fulfillment processes, 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-such as 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