NICE/IEX Infrastructure Manager - Contact Center Operations and Workforce Management

Join the Disney Direct-to-Consumer Team as a NICE/IEX Infrastructure Manager

Disney Direct-to-Consumer (DTC) is a dynamic and innovative team that brings together some of the world's most beloved brands, including Hulu, Disney+, and more. Our team is dedicated to delivering exceptional viewer experiences and is now seeking a highly skilled and experienced NICE/IEX Infrastructure Manager to join our Viewer Experience team. As a leader in contact center operations and workforce management, you will play a critical role in optimizing our workforce management processes and ensuring seamless operations.

About the Role & Team

The Contact Center NICE/IEX Infrastructure Manager will be responsible for supervising and optimizing the workforce management (WFM) processes within our contact center. This includes managing the WFM software platform, ensuring accurate scheduling, and maintaining efficient operations. You will be a key member of our team, working closely with other departments to align workforce management practices with organizational goals and drive business outcomes.

Key Responsibilities:

• Manage and Maintain WFM Software Platform: Configure system settings, user profiles, and access permissions, and regularly update the software to leverage new features and enhancements.
• Forecasting and Scheduling: Develop and maintain procedures related to forecasting and scheduling within the platform, ensuring accurate and efficient scheduling.
• Vendor Liaison: Serve as the primary liaison with the software vendor to ensure ongoing maintenance and stability of the platform.
• Data Collection and Export: Support the efficient utilization of data collection and export tools integrated with the WFM software platform, including ODBC, Salesforce, FTP, and other integration methods.
• Advanced Reporting: Support the generation of advanced reports from the WFM platform, providing insights into agent performance, service levels, and adherence.
• Collaboration and Alignment: Work closely with other departments to align workforce management practices with organizational goals and drive business outcomes.
• Training and Development: Train contact center staff on using the WFM software effectively and provide ongoing support.
• Process Improvements: Propose process improvements and optimizations to enhance overall efficiency and drive business outcomes.

Requirements and Qualifications

Essential Qualifications:

• Bachelor's Degree: Bachelor's degree in a relevant field (e.g., management, business, or IT) or equivalent experience.
• Experience: 3+ years prior experience in contact center operations, workforce management, or software administration.
• WFM Software Expertise: Proficiency in using WFM software platforms (such as IEX WFM) and understanding of call center operations.
• Analytical Skills: Ability to analyze data, interpret trends, and make data-driven decisions.
• Communication Skills: Effective communication with team members, supervisors, and other departments.

Preferred Qualifications:

• Microsoft Office Experience: Proficiency in Microsoft Office applications.
• Management Experience: Experience in managing teams or projects.
• Project Management: Certification in project management or experience in managing projects.
• Lean or Other Methodologies: Knowledge of Lean or other process improvement methodologies.

What We Offer

As a member of the Disney Direct-to-Consumer team, you will have access to a range of benefits and opportunities, including:

• Competitive Salary: A competitive salary and benefits package.
• Career Growth Opportunities: Opportunities for career growth and professional development.
• Learning Benefits: Access to training and development programs to enhance your skills and knowledge.
• Dynamic Work Environment: A dynamic and innovative work environment with a team of passionate and dedicated professionals.
• Disability Accommodation: The Walt Disney Company is committed to providing disability accommodation for employment applications.

Our Culture and Values

At Disney Direct-to-Consumer, we value diversity, inclusion, and creativity. We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees. Our culture is built on the following values:

• Innovation: We encourage innovation and creativity in everything we do.
• Collaboration: We believe in the power of collaboration and teamwork.
• Diversity and Inclusion: We value diversity and are committed to creating an inclusive work environment.
• Excellence: We strive for excellence in everything we do.

How to Apply

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert application link]. We look forward to hearing from you!

Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.