Senior Analyst, Forecast & Capacity Planning

Responsibilities

• Develop and maintain long-term, short-term, and intraday volume and demand forecasts.
• Create and maintain strategic capacity models to ensure staffing levels align with forecasted demand.
• Identify and mitigate risks related to staffing and service levels.
• Provide data-driven recommendations to support strategic workforce decisions and leadership.
• Collaborate with operations, HR, finance, and program management to align planning efforts.
• Translate complex data into actionable staffing strategies and presentations.
• Manage multiple planning cycles and scenario analyses with competing deadlines.

Requirements

• Bachelor's degree in Business Analytics, Statistics, Operations Management, or a related field.
• 4+ years of experience in capacity planning, workforce management, or operations analysis.
• Advanced Excel skills and SQL proficiency for data manipulation and analysis.
• Proficiency with WFM platforms (e.g., NICE, IEX) and BI tools (e.g., Power BI).
• Strong understanding of contact center dynamics and workforce planning methodologies.

Preferred Qualifications

• Master's degree in a quantitative field.
• Experience working with multiple global BPO partners at a scale of 5000+ active agents.
• Expertise in modeling demand and capacity in highly seasonal subscription service environments.
• Industry knowledge of live sports and entertainment, specifically within South American and Latin American markets.

About the Company

Disney Direct to Consumer (DTC) oversees premium streaming services including Hulu and Disney+. Our team is dedicated to bringing world-class storytelling from brands like Star Wars, Marvel, Pixar, and Disney to fans and families globally.