Schedule Optimization Analyst

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.

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

Disability accommodation for employment applications

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 in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

The hiring range for this position in San Antonio, TX is $62,200 to $83,300 per year and in Santa Monica, CA is $71,700 - $87,560 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.