The Walt Disney Company

Senior Analyst, WFM Reporting – Analytics

The Walt Disney Company

full-time

Posted on:

Location Type: Hybrid

Location: San Antonio • California • Texas • United States

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Job Level

Senior

Tech Stack

SQLTableau

About the role

  • Develop and maintain daily, weekly, and monthly reports on key WFM metrics such as service levels, adherence, occupancy, and forecast accuracy.
  • Design and manage interactive dashboards using NICE CXone, IEX, and BI tools to provide real-time visibility into operational performance.
  • Analyze trends and anomalies in workforce data to identify opportunities for improvement and support business decisions.
  • Work closely with WFM, operations, and leadership teams to understand reporting needs and deliver customized analytics solutions.
  • Ensure data accuracy and consistency across reports and automate recurring reporting processes where possible.

Requirements

  • Bachelor’s degree or equivalent experience in a related field
  • 3 years of experience in reporting and analytics within a contact center or BPO environment
  • 2 years hands-on experience with Excel, SQL, and BI tools such as Power BI or Tableau.
  • Strong analytical skills with the ability to troubleshoot data discrepancies and optimize reporting processes.
  • Experience in interpreting operational data and presenting insights to cross-functional teams
Benefits
  • Disability accommodation for employment applications
  • Equal Employment Opportunity employers
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
reportinganalyticsExcelSQLPower BITableaudata accuracydata consistencytroubleshootingforecast accuracy
Soft Skills
analytical skillscommunicationcollaborationproblem-solvingcustomized analytics solutions
Certifications
Bachelor’s degree