VX Operations Center Analyst

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 Real-Time Analyst, for the Viewer Experience Operations Center (VXOC) who will be an outstanding addition to our team. In this role, we drive short-term movements in Viewer Experience Advocate (Customer Service Representative) staffing to meet viewer needs. We monitor internal and external factors that impact volume and staffing and making strategic business decisions to meet service level. If you are someone who thrives on responding rapidly to changes and challenges and is equally motivated to identify improvements in daily processes, then this is an outstanding role for you.

WHAT YOU’LL DO

  • Real-time monitoring of volume, staffing and movement of resources to the right channels (phone, email, chat).
  • Use workforce management (WFM) methodologies to balance workload and staffing changes throughout the day
  • Run intraday reports to track Viewer Experience Advocate adherence and utilization
  • Work closely with Team Managers and site leadership as a primary contact for scheduling ad-hoc offline activities for advocates
  • Track and communicate business impact of any system / application outages at the contact center
  • Work closely with Forecasting Analyst and Operations on overtime and same-day PTO requests
  • Call out system / application outages to the Network Operations Center and provide continuous updates to VX management team until resolution
  • Assist in publishing daily, weekly, and monthly reports on center performance, shrinkage and other metrics pertinent to understanding capacity needs and staffing coverage
  • Partner cross functionally on proactive messaging on WFM, Telephony, Social and Help center during incidents
  • Prepares intraday reports on staff attendance and adherence

WHAT TO BRING

  • 1-2 years of experience in contact centers
  • 1+ years working in high volume customer-facing operational environment
  • 1 + years of experience in command center and/or incident management in contact centers
  • Demonstrated focus on putting viewer and experience first, relentless focus on delighting customers and a strong bias for action
  • MS Excel skills required
  • Monitoring and visualization skills and experience
  • Ability to collaborate across the organization, specifically partnering with Tech to respond to incidents and drive improvements
  • Available for incident response 24/7/365
  • Bachelor’s degree

NICE-TO-HAVES

  • Ability to deep dive, conduct root cause analysis and implement corrective actions
  • Experience exercising strong oral, written, listening and interpersonal skills
  • Ability to develop presentations demonstrating a proficiency in MS Office
  • Experience with Salesforce
  • Experience with Five9

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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