Senior Analyst, WFM Reporting & Analytics

The Walt Disney Company • Glendale, CA

8d

About The Position

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, 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. Job Summary: The Senior Analyst, WFM Reporting & Analytics is responsible for delivering accurate, timely, and actionable insights that support operational performance and strategic decision-making across the global workforce management ecosystem. This role involves designing and maintaining reports, dashboards, and data visualizations that track key WFM metrics. The analyst transforms complex data into clear, meaningful narratives for stakeholders, enabling informed decisions and continuous improvement. Success in this role requires strong analytical skills, attention to detail, and technical proficiency in tools such as NICE CXone, IEX, Power BI, Tableau, Excel, and SQL. The ideal candidate has a minimum of 3 years of experience in reporting and analytics within a contact center or BPO environment.

Requirements

• Bachelor’s degree or equivalent experience in a related field
• 3 years of experience in reporting and analytics within a contact center or BPO environment
• 2 years hands-on experience with Excel, SQL, and BI tools such as Power BI or Tableau.
• Strong analytical skills with the ability to troubleshoot data discrepancies and optimize reporting processes.
• Experience in interpreting operational data and presenting insights to cross-functional teams

Nice To Haves

• Bachelors Degree in a related field
• Proven experience working with NICE CXone, IEX

Responsibilities

• Performance Reporting: Develop and maintain daily, weekly, and monthly reports on key WFM metrics such as service levels, adherence, occupancy, and forecast accuracy.
• Dashboard Development: Design and manage interactive dashboards using NICE CXone, IEX, and BI tools to provide real-time visibility into operational performance.
• Data Analysis & Insights: Analyze trends and anomalies in workforce data to identify opportunities for improvement and support business decisions.
• Collaboration with Stakeholders: Work closely with WFM, operations, and leadership teams to understand reporting needs and deliver customized analytics solutions.
• Data Integrity & Automation: Ensure data accuracy and consistency across reports and automate recurring reporting processes where possible.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees