Associate Workforce Analyst, Viewer Experience

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) team is seeking a Workforce Junior Analyst, for the Viewer Experience Operations Center (VXOC) who will be an excellent addition to the team. In this role, you will support onboarding and offboarding, helping to build and deliver a precise and positive employee experience across the entire employee lifecycle. This role requires a consistent delivery of accurate data that is clean, compliant and up to date. If you are someone who exhibits perseverance, attention to detail, partnership, motivation and an upbeat attitude, then this is a phenomenal role for you.

WHAT YOU’LL DO

• Identify needs, process necessary transactions (updates, changes, system maintenance, audits) in, Salesforce, Calabrio and Five9, and other systems; call out issues as required
• Maintain detailed and accurate documentation for each transaction, ensuring data accuracy and integrity
• Maintain dedication to our service level agreements (SLA’s) around transaction responsiveness and completion
• Provide extraordinary support to internal partner inquiries around processes, policies, and issues
• Complete regular data quality reviews and audits

WHAT TO BRING

• 1+ years of contact center experience
• 1+ years of tracking, analyzing, and reporting experience
• Experience working in a dynamic environment and with ambiguity
• Experience with prioritizing, multi-tasking and problem-solving in a deadline-oriented environment
• Experience interacting with all levels of a professional organization and work cross-functionally across many teams
• Ability to excel in a dynamic environment
• Flexibility and adaptability to change
• Assertiveness, confidence, and ambitiousness
• Ability to work autonomously and support virtual and remote clients across the US and international locations
• Excellent interpersonal skills - oral, written, listening and social, including articulation
• Possession of excellent organizational skills, including consistent attention to detail
• Computer experience with MS Office applications – Excel, Word, PowerPoint

NICE-TO-HAVES

• Shared services experience
• Ability to deep dive, conduct root cause analysis and implement corrective actions
• Experience in Excel, including experience with pivot reports, VLOOKUP, Charts and graphs
• Experience with Contact Center Tools (e.g. Salesforce, Calabrio, other related WFM Tools)

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