WFM Reporting Analyst, Workforce Optimization

Job Description

Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smart, intense curiosity and determination to be the best. Come be part of the team that’s powering play.

SUMMARY

Hulu’s Viewer Experience (VX, or Customer Support) team is seeking a WFM Reporting Analyst who will be an exceptional addition to our WFM Capacity team. In this role, you will be responsible for generating reporting and insights related to the Viewer Experience Operations organization. If you have experience in analytics, a deep understanding of Customer Support Operations as it relates to WFM and forecasting and love to unwind complex situations, then this is a phenomenal role for you.

WHAT YOU’LL DO

• Produce and generate regular (daily/weekly/monthly) Key Performance Indicators reports for the Viewer Experience WFM Team
• Provide on-site support to answer questions relating to queue Key Performance Indicator, partner and internal trends and analysis and advanced shrinkage detail to WFM and Operations teams
• Compile research and analysis related to the organization and partners to generate reports and present finding to senior management
• Work closely with cross-functional teams to improve and update Viewer Experience Operation, Business related Workforce Management reports, Costing Model, Anomaly Analysis and Queue and Agent Metrics
• Ad-Hoc reporting across VX

WHAT TO BRING

• 2-3 years in a role related to customer support and or WFM with deep understanding of workforce management, operations and shrinkage calculations
• Ability to work cross-team, across various levels, to define requirements and communicate updates
• Strong analytical skills plus Excel and SQL experience
• Strong judgment, able and willing to make a decision based on incomplete or ambiguous data
• Ability to develop presentations utilizing a proficiency in MS Office, Google Slides, and/or Keynote

NICE-TO-HAVES

• Bachelor’s degree with emphasis in Accounting, Business, Finance, Economics, or similar
• Ability to develop presentations using a proficiency in MS Office, Google Slides, and/or Keynote
• Experience working with Five 9, Salesforce, Tableau, Hue, Einstein Analytics or similar platforms

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.