Sr Analyst, Forecast & Capacity Planning

Department/Group Overview: 

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: 

Responsibilities and Duties of the Role: 

• Responsible for the accuracy and reliability of capacity plans and staffing forecasts.

• Accountable for identifying and mitigating risks related to staffing and service levels.

• Owns the delivery of data-driven recommendations that support strategic workforce decisions.

• Proactively identifies capacity risks and develops mitigation strategies.

• Works independently to analyze data and build models that support operational goals.

• Takes initiative to improve planning processes, tools, and forecasting accuracy.

• Acts as a trusted advisor and communicates insights and recommendations clearly to leadership and cross-functional teams.

• Collaborates effectively with operations, HR, finance, program management and other WFM teams to align planning efforts.

• Prepares and delivers presentations that translate complex data into actionable strategies.

• Manages multiple planning cycles and scenario analyses with competing deadlines.

• Prioritizes tasks based on business impact, urgency, and strategic alignment.

• Balances routine forecasting with ad hoc requests and operational changes.

• Maintains precision in forecasting and modeling to ensure staffing accuracy.

• Uses historical data and performance metrics to inform planning decisions.

• Ensures all models and reports are documented and validated for consistency.

Required Qualifications (Education, Experience/Skills/Training): 

• Bachelor’s degree in Business Analytics, Statistics, Operations Management, or related field required; Master’s preferred.

• 4+ years of experience in capacity planning, workforce management, or operations analysis.

• Advanced Excel skills and experience with SQL for data manipulation and analysis.

• Proficient in WFM platforms (e.g., NICE, IEX) and BI tools (e.g., Power BI).

• Strong understanding of contact center dynamics, workforce planning methodologies, and system integration.

Preferred Qualifications: 

• Extensive experience working with multiple global BPO partners at a scale of 5000+ active agents

• Expertise in modeling demand and capacity in a highly seasonal and reactive subscription service environment

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 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.