Job Summary:

Job Summary

You will serve as the primary labor liaison, responsible for maintaining and enhancing relations between Disney Cruise Line and our Business Process Outsourcings (BPO) in Southeast Asia focused on driving strategic initiatives and increase labor analytic capabilities and processes.  You partner and consult with the BPO overseeing staffing and workload forecasting, Annual Operating Plans to include analyzing short and long term forecasts, actual performance and goals, providing business updates to senior leadership and ensuring the business is meeting financial and service goals while working closely with the BPO.

Your Responsibilities – How You Will Make a Difference

• Foster and nurture a strong and collaborative partnership with the BPO, acting as the point of contact focused on labor and ensuring effective communication and alignment.
• Review data analytics and provide storytelling and insights to the Executives, BPO and business leaders to inform and influence workload and staffing strategies.
• Continuously assess the BPO’s performance to identify areas for improvement and work with internal and external partners to implement.
• Partner and consult with the BPO as an analytic resource to ensure quality and consistent results that improve labor scheduling and reporting performance for the organization; demonstrate ability to use analytics to solve complex issues.
• Analyze short and long term forecasting in partnership with the BPO, anticipating future requirements.
• Partner and consult with the BPO to develop and provide analytical support designed to improve scheduling and reporting performance (i.e. staffing levels, headcount, turn/churn analysis, training) to ensure area is optimally staffed.
• Excellent in customer service through strong communication, relationships and time management.
• Partner and be a resource to BPO to assure Disney standards are understood and met from a labor perspective, be able influence and educate when needed.
• Manage and deliver internal projects through to completion; lead and coordinate project planning, resourcing, staffing, and progress reporting and troubleshooting.

Basic Qualifications – What You Will Bring to the Team

• Strong background in Microsoft Office, especially Excel, knowledge and competencies to build complex spreadsheets and the technical aptitude to learn new systems quickly.
• Demonstrated partnering and communication skills; able to shift readily between technical and non-technical terminology depending on audience
• Proven sense of responsibility and the ability to meet deadlines and handle multiple priorities
• Strong analytical, organizational and decision making skills with attention to detail and to be a creative thinker with strong problem-solving skills
• Demonstrated initiative and accuracy/detail orientation
• Strong problem solving skills
• Strong analytical skills relative to evaluating large quantities of data to drive better decision making
• Strong organizational skills
• Strong influence skills

Preferred Qualifications

• 5 years’ Workforce Management leadership experience
• Demonstrated strong analytical, organizational, and decision making skills with attention to details
• Demonstrated excellent verbal and written communications skills
• Demonstrated knowledge of call center dynamics and ACD Systems
• Proven experience working with workforce management software

Education Requirements

• Bachelor’s degree in a quantitative field (Computer Science, Industrial Engineering, Engineering, Mathematics, Statistics)

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.