Workforce Management Analyst

Acme 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 smarts, intense curiosity and determination to be the best. Come be part of the team that’s powering play.

SUMMARY

At Acme, we start with the viewer. Millions of viewers stream premium video content across our service every day. Our Customer Support organization is on the front-line of the customer experience. The Workforce Optimization team is a great partner in this experience, working to find efficiencies in process, policy and daily operations. The role of the Workforce Management Analyst is at the forefront of the great work we do, supporting our operations team and helping to keep our organization efficient and effective.

WHAT YOU’LL DO

In this role, you will be expected to hit the ground running as a member of our Workforce Management team, using a robust workforce management tool and our internal processes to assist in the following: 

Forecasting

• Building forecast scenarios from historical patterns and statistical analysis
• Understanding shrinkage factors and managing for them
• Interpreting unexpected events and seasonal factors and adjusting forecast as needed

Scheduling

• Schedule planning, building & rollout on a quarterly cycle
• Ongoing intraday and schedule maintenance
• Understanding & interpreting California labor law and policies
• Looking for costs savings in schedule scenarios and schedule updates
• Helping to manage the quarterly shift bid and shift trade process

Operations

• Continued process automation and improvement
• Managing employee data and security access
• Partnering with training department to prepare new hires for scheduling process
• Presenting scheduling updates to CS Leadership team
• Serve as a point person to the Customer Support team regarding staffing and scheduling needs in support of key holidays, events or business launches
• Liaison with operations team, supporting all key workforce management needs or requests

Analytics

• Managing and interpreting key productivity and operational reports
• Building data hypothesis and testing against those theories
• Presenting data and analytics in an impactful and insightful way

WHAT TO BRING

• 2-3 years experience in Workforce Management or a related field
• Feel at home in a fast paced and changing environment
• Experience in using a scheduling and forecasting tool
• Offer strong planning, problem solving & analytical skills
• Solid experience with Outlook, Excel & Presentation software (Prezi/PowerPoint) is a must
• Tableau skills and experience with Aspect WFM software are a plus.

NICE-TO-HAVES

• Motivated & able to manage projects with little supervision
• Analytical thinker and interested in problem solving
• Strong interpersonal skills and enjoys working with others
• Passion for workforce management and customer support
• Has a drive for learning & self-improvement
• Curious about things that are important to the business
• Thinks outside the box and asks questions that drive strategy