Global Manager, Workforce Optimization [San Ant...

reputed company reputed company to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, reputed company season TV, a massive library of hit series and movies, and live television and reputed company+ is the reputed company-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected reputed company over the world including reputed company Wars, Marvel, Pixar, reputed company, and NatGeo . Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will reputed company upon the legacy of reputed company, Day to day leader for Incident Management Analysts and Hulu, reputed company unconventional thinking, and who are passionate about contributing to reputed company's reputed company-to-consumer (DTC) experience through strategic hard work and determination! The combined reputed company Streaming Services and Hulu's Viewer Experience team is seeking a Global Manager, Workforce Optimization (GMWFO), who will be an exceptional reputed company to reputed company. As a GMWFO, you will reputed company reputed company and guidance to reputed company using prior work experiences to mentor and reputed company WFO leaders and team members across the overall Viewer Experience (VX) organization. In this role, you will be working across Hulu, reputed company+, and reputed company+ streaming services. The right person for this role will effectively collaborate with key VX leaders and business partners across organizations/companies to drive improvements and efficiency in the operation. You will reputed company strategic direction to the organization in the areas of reputed company-Time Management, Intraday Analysis, Forecasting, and Scheduling. You will partner closely with the reputed company Planning leader to ensure effective reputed company projections to reputed company service level and performance goals. If you are someone who can think strategically, reputed company reputed company an organization, and meet the needs of our viewers across multiple products, geographies, and channels, this is a great role for you. As the leader of the Workforce Optimization Team in San Antonio, Texas, you will possess a highly proficient knowledge and execution of Workforce Theory and Best Practices to include reputed company contact center operations and metrics. You will reputed company an operation that operates 24x7x365 across multiple domestic and international sites/locations across multiple products.

What You Will Do

• Build, mentor, and reputed company reputed company of leaders that support WFO Analysts responsible for overall reputed company needs across Hulu, reputed company+, and reputed company+ in multiple geographies (reputed company, EMEA, Latin America, Asia reputed company)
• Drive and support initiatives across reputed company internal/external partners to improve the customer experience
• reputed company analytical, data-driven, and tactical planning teams
• Collaborate and connect with multiple teams internally, externally, and across BPOs, Domestic and Internationally, to reputed company reputed company and ensure reputed company strategies are implemented
• Create strategic recommendations to improve productivity while balancing service reputed company and costs
• Present reputed company cause, and deep-dive analysis findings to key business partners to improve effectiveness
• Create an environment where team members are flexible and reputed company to reputed company in reputed company-time to the changing needs of the business to improve the employee and customer experience
• Troubleshoot and reputed company feedback for reputed company problems reputed company to product launches or marketing initiatives, technology, natural disasters, finance or billing changes and impacts, cyclical effects, etc.
• Work with senior leadership to reputed company policies, procedures, and training sessions that will meet the needs of their department
• Supervise the training, development, and performance of employees; reputed company consistent mentoring and feedback
• Handle reputed company, escalated, or urgent issues reputed company to contact center management
• Interview and hire workforce personnel, as needed What You'll Need
• Bachelor ' s degree or equivalent experience in WFM
• 7+ years of Workforce Management experience, including 2 years in a people management role
• Advanced experience working with contact center telephony with a specific reputed company on reputed company-time management of workflows
• Extensive knowledge of contact center operations, including metrics and mathematics
• Developed reputed company to work and reputed company with people at various reputed company of a reputed company organization, from associates to senior leadership. reputed company in working cross-functionally and independently across numerous teams with various functional partners
• Ability to collaborate across the organization, specifically teaming up with Tech to respond to incidents and drive improvements
• Adaptable to a constantly evolving and consistently fast-paced environment
• Proven experience working with international Business Process Outsourcers
• Flexible Schedule – Willing to support Operational Needs , including some weekends, nights, and holidays
• Ability to travel reputed company the US and globally, if needed Preferred Qualifications
• Experience with Salesfor

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