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Manager, Workload Analytics and Planning (Disney Central Contact Center)

About the Team

At Disney, we‘re storytellers. We make the impossible possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world. “We create happiness.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

Job Summary

This role supports the Disney Central contact center. The role is responsible for designing the omni-channel workload forecast across Disney Central's 50+ business unit portfolio consisting of more than 2,000 Cast Members supporting Walt Disney World, Disneyland, Disney Gatherings, DPI, and other Disney businesses. Additionally, this role provides comprehensive workforce planning and forecasting support to operational areas through the development and maintenance of forecasting models, labor strategies, capacity planning methodologies, reporting solutions, and decision-support tools.

This leader develops and drives workforce planning strategies to support business growth, operational excellence, financial objectives, and service delivery goals through data-driven recommendations regarding staffing, hiring, and labor deployment. The role partners closely with leaders across Operations, Finance, Revenue Management, Technology, Yield, Industrial Engineering, and Human Resources to align workforce plans with business priorities and future organizational needs.

This leader leads a team responsible for workload forecasting, workforce analytics, labor optimization, executive reporting, and ad-hoc analysis while advancing automation, reporting modernization, deployment, and data visualization capabilities. The role provides strategic insights and recommendations to leaders and executives, helping explain business trends, drivers, risks, opportunities, and workforce impacts.

The role also provides strategic leadership for the Deployment team, ensuring real-time operational performance, labor optimization, and execution of staffing strategies that support service delivery goals while maintaining financial commitments and savings targets.

This position will be located at Disney Central in Orlando Fl

You will report to the Senior Manager, Agent Performance and Forecasting.

You Will:

On any given day, you might:

• Develop and maintain forecasting models to predict future workload demand and optimize staffing, capacity, and labor planning decisions.
• Lead workforce planning strategies that support operational objectives, service goals, and financial targets across Disney Central.
• Develop short-term, long-term, and Annual Operating Plan (AOP) workforce forecasts and staffing recommendations.
• Explore automation opportunities across Workforce Analytics and Labor Services through Power BI, Snowflake, Python, R, and emerging technologies.
• Maintain expertise in forecasting methodologies, advanced analytics, and workforce planning best practices to ensure accurate workload forecasts and recommendations.
• Remain current on downstream workforce management impacts, including scheduling, deployment, time administration, and operational business initiatives.
• Perform ad-hoc research and advanced analytics to provide actionable insights supporting strategic initiatives and executive decision-making.
• Collaborate across Operations, Finance, Revenue Management, Technology, HR, Yield, Industrial Engineering, and other partners to drive integrated workforce solutions and shared objectives.
• Provide regular forecast reviews, labor strategies, risk assessments, and recommendations to leaders and executives at all levels of the organization.
• Translate complex quantitative analyses into compelling business narratives and executive-ready presentations with clear recommendations.
• Drive continuous process improvement through automation, reporting modernization, advanced analytics, and innovative approaches to workforce planning.
• Lead and develop a team of salaried and hourly Workforce Analysts and Statistical Associates while fostering an inclusive, collaborative, and growth-oriented environment.
• Lead the Disney Central Deployment function, managing one Manager, two salaried Analysts, and eight hourly Specialists responsible for real-time workforce deployment, operational monitoring, handle rate performance, and execution of labor optimization strategies that support service level objectives and financial goals.

You Will Have

Here’s what you’ll need to be successful in this role:

• 5+ years of analytical experience with an emphasis on forecasting, workforce planning, staffing, labor analytics, capacity planning, or operational planning.
• 3+ years leading teams, projects, or strategic initiatives.
• Proven ability to develop and mentor analytical teams while fostering an inclusive, high-performing culture.
• Passion for leveraging technology, automation, and advanced analytics to improve business performance and ways of working.
• Advanced problem-solving and critical-thinking skills.
• Executive presence with the ability to communicate effectively across all levels of leadership and with business partners.
• Business acumen with an understanding of operational drivers, Guest behavior, workforce impacts, and multi-channel demand across phone, chat, messaging, email, video, and emerging service channels.
• Advanced Microsoft Excel expertise, including data modeling, forecasting, scenario analysis, and dashboard development.
• Proficiency with Tableau, and other business intelligence and data visualization platforms.
• Hands-on experience with large datasets, data preparation, statistical analysis, and relational database environments.
• Ability to synthesize quantitative analysis and qualitative business context into concise, actionable recommendations.
• Proven ability to present analytical findings, labor strategies, and business recommendations to executive audiences.
• Leadership experience in real-time operations, workforce deployment, and labor optimization functions, including managing salaried and hourly teams responsible for balancing operational performance, handle rate achievement, staffing efficiency, and savings initiatives.

Preferred Qualifications

• 2+ years of Walt Disney World experience.
• Proficiency with Power BI, Snowflake, SQL, relational databases, SharePoint, Python, and R.
• Knowledge of Walt Disney World Resort operations, Guest experience, and commercial businesses.
• Background in developing workforce planning, forecasting, labor optimization, or business intelligence solutions.

Required Education

• Bachelor’s degree in a related field such as Mathematics, Industrial Engineering, Statistics, Data Analytics, Computer Science, Economics, Finance, or Business Analytics, or equivalent professional experience.

Additional Information:

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

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 [email protected] 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.

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