Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role

We are seeking an experienced Contact Center Workforce Analyst with a strong background in workforce forecasting and evaluating delivery against plans. The ideal candidate will focus on analyzing BPO staffing efficiency, measuring volume delivery against forecasts, and coordinating improvement strategies with BPO partners and internal stakeholders.  This role requires excellent communication and administration skills to work with multiple global BPO partners and ensure delivery against the plan and support of the partner invoice processes.

Your Role Accountabilities

Workforce Analysis and Support:

Analyze volume delivery against forecasts and quantify anomalies using the Assembled workforce management tool.

Identify performance gaps and goals with operational stakeholders, enhancing reporting to drive continuous improvement.

Conduct weekly audits of the Assembled tool for BPO compliance and communicate issues to partners and leadership.

Serve as a backup for volume forecast planning.

Provide administrative support for PO creation, invoice delay research, and tracking costs against POs.

Participate in partner business reviews to validate BPO performance claims.

Review and report work avoidance opportunities often missed by BPOs.

Scheduling and Staffing:

Create and review daily forecasts by product, region, and support channel, sharing plans with contact center partners.

Evaluate and provide feedback on staffing plans to ensure sufficient labor to meet service levels while minimizing costs.

Monitor adherence to plans and adjust forecasts for unexpected call volume fluctuations.

Mitigate capacity risks and manage dependencies across multiple BPO partners, clearly communicating opportunities.

Understand local labor regulations with BPO partners and their impact on long-term staffing plans and budgets.

Performance Monitoring and Reporting:

Establish and monitor key performance metrics, providing regular reports on workforce performance and efficiency.

Identify areas for improvement and implement strategies to enhance contact center performance and reduce costs.

Analyze historical data for staffing adjustments and process improvements.

Continuously seek new data points to maintain accurate volume forecasts.

Scour data for next-level opportunities at the forecast, BPO, team, HOOP, channel, and agent levels.

Identify and expose tactics BPO front-line personnel use to avoid work, helping leadership prevent future abuse.

Cross-Functional Collaboration:

Collaborate with departments such as Operations, Learning & Development, Release Planning, Finance, and Tools & Technology to align workforce strategies with business goals.

Attend weekly, monthly, and quarterly business reviews to understand performance opportunities and improve workforce planning for better customer experience or reduced costs.

Qualifications and Experience

4+ years of experience in Capacity Planning, Strategy, BPO Operational Delivery, and Workforce Management.

Proven experience in BPO management, focusing on operational delivery, forecasting, scheduling, and staffing analysis.

History with management of PO’s, invoices, and invoice payment systems such as Peoplesoft and Ariba.  

Strong analytical and quantitative skills, with proficiency in workforce management tools and software.

Excellent communication and interpersonal skills for collaborative work across departments and with contact center partners.

Experience with Assembled Workforce Management BPO management tool is a plus.

Personal Attributes:

Detail-oriented and organized, with a continuous improvement mindset.

Passionate about uncovering hidden performance opportunities.

Ability to work under pressure and meet tight deadlines.

Capable of working at least 50% of the shift with the US leadership team

If you are passionate about data analysis, identifying hidden opportunities, and communicating steps for improvement, we encourage you to apply. Join us and contribute to the success of our global organization.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.