Job description
Hulu’s Viewer Experience (VX or Customer Support) team is seeking an Operations Reporting Manager who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering actionable data for our operations team pertaining to Customer Experience Advocate performance ensuring our advocates are meeting viewer needs.You will be leading and managing a team of analysts producing daily, weekly, monthly, and annual WFO KPI and agent and team level reporting. Analytical skills in identifying anomalous behavior, owning the team in developing reports and cascading in an understandable manner to various audiences will be a key component to daily activities. In addition, analysis of impacts and normalization of data in service to our forecasting teams requirements will be paramount.
If you are someone who thrives dissecting data to derive business outcomes and is equally motivated to identify improvements in processes and partner across multiple arenas of the contact center, then this is an excellent role for you!
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