Schedule Optimization Analyst

The Walt Disney Company

Scheduling Analyst optimizing workforce schedules and aligning them with business goals for Disney Direct to Consumer. Collaborating with BPO partners to ensure efficient staffing and compliance.

Posted 6/8/2026full-timeSan Antonio • California, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $62,200 - $83,300 per yearWebsite

About the role

Key responsibilities & impact

Develop and maintain agent schedules that align with forecasted contact volumes, service level goals, and labor regulations
Manage shift bid processes for the designated bid location, ensuring fairness and transparency
Oversee BPO schedule fulfillment processes, ensuring partners maintain key schedules with the flexibility required to manage gaps in cadence with business needs
Partner with BPO vendors across regions to ensure centralized contact distribution and 24/7/365 coverage
Apply knowledge of various BPO staffing models to optimize scheduling strategies
Guide and support RTM operations by identifying opportunities for added shrinkage or supplemental coverage
Drive improvements in schedule efficiency, occupancy, shrinkage compliance, and RTM readiness through proactive planning

Requirements

What you’ll need

Bachelor’s degree in Business, Operations, or a related field preferred
2+ years of experience in workforce management or scheduling within a contact center or BPO environment
Familiarity with BPO staffing models and staffing contracts
Experience with NICE IEX, EEM, and other WFM platforms is highly desirable

Benefits

Comp & perks

A bonus and/or long-term incentive units may be provided as part of the compensation package
Full range of medical, financial, and/or other benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementschedulingBPO staffing modelsschedule efficiencyoccupancyshrinkage complianceRTM operationsproactive planning

Soft Skills

fairnesstransparencypartnershipsupportidentifying opportunities