Posted On: 11-23-216
Position Title: WFM Resource Forecast and Planning Analyst
Job Location: Austin, TX
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We are EA

And we make games – how cool is that? In fact, we entertain millions of people across the globe with the most amazing and immersive interactive software in the industry. But making games is hard work. That’s why we employ the most creative, passionate people in the industry.

Our Worldwide Customer Experience organization is committed to delivering the world’s best customer experience for the world’s best games. We work hard to enable our game advisors to deliver world class support experiences to our customers. You can help!  You might just want to save the planet from alien invaders, score the winning touchdown, have the best ultimate team, play with some Pets or you can do all that and be part of the Operations Planning team that’s creates the support model for our Players. You got it – it’s the coolest job on the planet!

The Challenge Ahead:

The WFM Resource Forecast and Planning Analyst provides contact center resource plans built on business operational targets and balance across channel offering and languages. The analyst provides ongoing support, analysis and improvements to ensure resources are maximized across the contact centers.  The analyst will report to the Forecasting Manager and work closely with the full Ops Planning team & contact center management on delivering day to day activity as well as efficiency improvements, process change management, and strategic input.  This position will also perform other specific duties and projects assigned to support the WWCE organization.

What a WFM Resource Forecast and Planning Analyst does at EA:

  • Partners with forecasting, finance, and other operational teams to deliver a resource plan capable of delivering against operational targets
  • Maintains accurate, flexible and agile staffing models to enable daily turnaround times in response to changes and publishing
  • Creates staffing models that incorporate various operational hours and staffing of advisors for each individual location and language supported
  • Takes into account the entire stream from Forecast all the way through to Scheduling to ensure big picture thinking and an awareness of impact
  • Tracks and communicates in detail any changes to the staffing model or variables that resulted in changes to forecasted volume / resource needs
  • Builds out long term staffing plans that enable our leaders to plan for the future on budget and staffing and identify efficiencies that can be gained
  • Collaborates with other analysts and business SMEs to understand contact demand volumes and drivers in association with key performance indicators (ASA, AHT, abandonment, ghost call rates, deflection)
  • Develops a repeatable management process by which to modify resource plans regularly as new information becomes available and as the business changes
  • Proactively recommends the overtime, voluntary off time, and staffing levels for all EA Customer Service Teams and Centers within a 24/7 operation
  • Manages Contract Services costs through accurate recording of plan hours and tracking of HC movement
  • Provides proactive staffing solutions for the Contact Center and Operations Planning teams considering cost, quality, and other influencing factors
  • Runs regular software analytics and sample staffing models to ensure proper staffing coverage for all times of the year, hours of the day and for multiple regions globally
  • Maintains IDP’s refresh within Aspect ensuring data integrity and accuracy

What the next great Workforce Planning Analyst needs:

  • Expertise in Workforce management, preferably in a contact center environment
  • Experience working with different staffing models both Service Level and Workload-based and, providing staff plans to match the forecast
  • Proven history in delivering Continuous Improvement projects within WFM to streamline processes and utilizing technology in line with industry standards
  • Workforce Management software experience required Aspect is preferred
  • Undergraduate degree in Economics, Finance, Business, Statistics, Mathematics or related discipline is preferred
  • Exceptional analytical skills, attention to detail and accuracy
  • Expert level proficiency with SQL and Excel, ability to learn new tools for analysis
  • Superior verbal and written communication skills and the ability to interact professionally with a diverse group of staff with competing goals in a heavily matrixed organization
  • Exceptional stakeholder management across multiple locations and levels with strong organizational and follow up skills
  • Self-starter with a passion for data analysis, continuous improvement and willingness to challenge the norm
  • Experience in the game industry not required but preferred

EA is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status or veteran status. We will also consider for employment qualified applicants with criminal records in accordance with applicable law.