Mgr Workload Analytics and Planning

Disney; Orlando (FL); On-site; USD 120,000 - 150,000; Full time

Job summary

Disney in Orlando, FL seeks a Manager of Workload Analytics and Planning to design omni-channel workload forecasts across Disney Central’s 50+ business units and 2,000+ Cast Members supporting Walt Disney World and related properties.

This role leads forecasting models, labor optimization, and reporting solutions, partnering across Operations, Finance, HR, and Technology to align staffing with strategic goals and financial targets.

Qualifications

• 5+ years of analytical experience with an emp

Responsibilities

• Develop and maintain forecasting models to predict workload demand and optimize staffing and capacity.
• Lead workforce planning strategies across Disney Central.
• Develop short- and long-term workforce forecasts and staffing recommendations.
• Explore automation opportunities via Power BI, Snowflake, Python, and R.
• Maintain expertise in forecasting methodologies and analytics.
• Collaborate with Operations, Finance, Revenue Management, Technology, HR, and others to drive integrated solutions.
• Provide regular forecast reviews, labor strategies, and executive-ready insights.
• Lead and develop a team of Analysts and Deployment functions.

Skills

Forecasting

Workforce analytics

Power BI

Python

R

Data visualization

Tools

Snowflake

Job description

Job Posting Title: Mgr Workload Analytics and Planning

Req ID: 10158350

Job Description:

Posting Title: Manager, Workload Analytics and Planning (Disney Central Contact Center)

About the Team

At Disney, we're storytellers. We make the impossible possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world. "We create happiness." That's our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you'll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

Job Summary

This role supports the Disney Central contact center. The role is responsible for designing the omni-channel workload forecast across Disney Central's 50+ business unit portfolio consisting of more than 2,000 Cast Members supporting Walt Disney World, Disneyland, Disney Gatherings, DPI, and other Disney businesses. Additionally, this role provides comprehensive workforce planning and forecasting support to operational areas through the development and maintenance of forecasting models, labor strategies, capacity planning methodologies, reporting solutions, and decision-support tools. This leader develops and drives workforce planning strategies to support business growth, operational excellence, financial objectives, and service delivery goals through data-driven recommendations regarding staffing, hiring, and labor deployment. The role partners closely with leaders across Operations, Finance, Revenue Management, Technology, Yield, Industrial Engineering, and Human Resources to align workforce plans with business priorities and future organizational needs. This leader leads a team responsible for workload forecasting, workforce analytics, labor optimization, executive reporting, and ad-hoc analysis while advancing automation, reporting modernization, deployment, and data visualization capabilities. The role provides strategic insights and recommendations to leaders and executives, helping explain business trends, drivers, risks, opportunities, and workforce impacts. The role also provides strategic leadership for the Deployment team, ensuring real-time operational performance, labor optimization, and execution of staffing strategies that support service delivery goals while maintaining financial commitments and savings targets.

This position will be located at Disney Central in Orlando Fl

You will report to the Senior Manager, Agent Performance and Forecasting.

You Will:

• Develop and maintain forecasting models to predict future workload demand and optimize staffing, capacity, and labor planning decisions.
• Lead workforce planning strategies that support operational objectives, service goals, and financial targets across Disney Central.
• Develop short-term, long-term, and Annual Operating Plan (AOP) workforce forecasts and staffing recommendations.
• Explore automation opportunities across Workforce Analytics and Labor Services through Power BI, Snowflake, Python, R, and emerging technologies.
• Maintain expertise in forecasting methodologies, advanced analytics, and workforce planning best practices to ensure accurate workload forecasts and recommendations.
• Remain current on downstream workforce management impacts, including scheduling, deployment, time administration, and operational business initiatives.
• Perform ad-hoc research and advanced analytics to provide actionable insights supporting strategic initiatives and executive decision-making.
• Collaborate across Operations, Finance, Revenue Management, Technology, HR, Yield, Industrial Engineering, and other partners to drive integrated workforce solutions and shared objectives.
• Provide regular forecast reviews, labor strategies, risk assessments, and recommendations to leaders and executives at all levels of the organization.
• Translate complex quantitative analyses into compelling business narratives and executive-ready presentations with clear recommendations.
• Drive continuous process improvement through automation, reporting modernization, advanced analytics, and innovative approaches to workforce planning.
• Lead and develop a team of salaried and hourly Workforce Analysts and Statistical Associates while fostering an inclusive, collaborative, and growth-oriented environment.
• Lead the Disney Central Deployment function, managing one Manager, two salaried Analysts, and eight hourly Specialists responsible for real-time workforce deployment, operational monitoring, handle rate performance, and execution of labor optimization strategies that support service level objectives and financial goals.

You Will Have

Here's what you'll need to be successful in this role: 5+ years of analytical experience with an emp