About Crunchyroll

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

Job Overview

The Scheduling Analyst will be responsible for the end-to-end scheduling process across multiple vendor BPO partners operating in different countries. Approximately 70% of this role focuses on creating, managing, and optimizing schedules to meet operational demands across time zones and regions. The remaining 30% of the role supports the Real-Time Analyst (RTA) team with monitoring, reporting, and ensuring adherence to service levels in real time.

This role plays a key part in balancing operational efficiency with service excellence in a fast-paced, global environment.

Key Responsibilities Scheduling Management (70%)

• Develop, manage, and optimize agent schedules across multiple vendor BPOs in various countries and time zones.
• Ensure schedules align with forecasted volumes, shrinkage, and service level goals.
• Coordinate with vendor partners to accommodate local labor laws, time zone differences, and business requirements.
• Manage shift bids, rotations, holiday planning, and time-off requests while maintaining staffing coverage.
• Analyze schedule effectiveness and recommend improvements to enhance performance and agent satisfaction.
• Work closely with forecasting and planning teams to align schedules with forecasted demand.

Real-Time Support (30%)

• Assist the RTA team in monitoring intraday performance metrics such as service levels, occupancy, and adherence.
• Identify and escalate real-time staffing gaps or anomalies to appropriate stakeholders.
• Support decision-making during live operations through real-time reporting and communication.
• Help manage skilling changes, reallocation of resources, and intraday adjustments as needed.

Qualifications:

• Experience:
• 5+ years of experience in a scheduling, WFM, or contact center operations role.
• Experience working with multiple international vendors is highly preferred.
• Technical Skills:
• Proficiency in WFM platforms such as Playvox, Calabrio, Verint, NICE IEX, or similar tools.
• Proficiency in CRM platforms such as Zendesk, Twilio, Genesys, or similar tools. 
• Strong Excel and reporting skills.
• Familiarity with real-time dashboards and intraday management tools.
• Key Competencies:
• Excellent organizational and time-management skills.
• Strong analytical and problem-solving abilities.
• Effective communicator across diverse teams and cultures.
• Flexible, adaptable, and calm under pressure in dynamic environments.

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Kaizen. We have a growth mindset committed to constant forward progress.

• Service. We serve our community with humility, enabling joy and belonging for others.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

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Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.