Associate Workforce Analyst, Viewer Experience

Customer Support | San Antonio, TX | Full-Time

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we’re looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

SUMMARY

Hulu’s Viewer Experience (VX) team is seeking a Associate Workforce Analyst, for the Viewer Experience Operations Center (VXOC) who will be an excellent addition to the team. In this role, you will support onboarding and offboarding, helping to build and deliver a precise and positive employee experience across the entire employee lifecycle. This role requires a consistent delivery of accurate data that is clean, compliant and up to date. If you are someone who exhibits perseverance, attention to detail, partnership, motivation and an upbeat attitude, then this is a phenomenal role for you.

WHAT YOU'LL DO

  • Identify needs, process necessary transactions (updates, changes, system maintenance, audits) in, Salesforce, Calabrio and Five9, and other systems; call out issues as required
  • Maintain detailed and accurate documentation for each transaction, ensuring data accuracy and integrity
  • Maintain dedication to our service level agreements (SLA’s) around transaction responsiveness and completion
  • Provide extraordinary support to internal partner inquiries around processes, policies, and issues
  • Complete regular data quality reviews and audits

WHAT TO BRING

  • 1+ years of contact center experience
  • 1+ years of tracking, analyzing, and reporting experience
  • Experience working in a dynamic environment and with ambiguity
  • Experience with prioritizing, multi-tasking and problem-solving in a deadline-oriented environment
  • Experience interacting with all levels of a professional organization and work cross-functionally across many teams
  • Ability to excel in a dynamic environment
  • Flexibility and adaptability to change
  • Assertiveness, confidence, and ambitiousness
  • Ability to work autonomously and support virtual and remote clients across the US and international locations
  • Excellent interpersonal skills - oral, written, listening and social, including articulation
  • Possession of excellent organizational skills, including consistent attention to detail
  • Computer experience with MS Office applications – Excel, Word, PowerPoint

NICE-TO-HAVES

  • Shared services experience
  • Ability to deep dive, conduct root cause analysis and implement corrective actions
  • Experience in Excel, including experience with pivot reports, VLOOKUP, Charts & graphs
  • Experience with Contact Center Tools (e.g. Salesforce, Calabrio, other related WFM Tools)

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.

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