Electronic Arts

Workforce Planning Analyst

As a Workforce Planning Analyst, you will report to the Director, Community Programs & Planning. You are passionate about improvements, asking the right questions to find the right answers, and thinking critically through data analysis to connect the dots and find solutions.
  
 Community Care

EA’s Community Care organisation exists to inspire the world to play safely. We support players across the globe in 13+ languages. We value people who bring new ideas and perspectives to help make Community Care a great place to be and be from. We celebrate diversity and inclusion. It’s just as important for us to create great experiences for our people as for our players. We’re looking for people who will come to the office (or Zoom meetings) excited to work and ready for some fun. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.
  
 Responsibilities:

• Create workload requirements, staffing proposals and financial projections for existing lines of business and new potential lines, and update them on a monthly, quarterly, and annual basis.

• Analyse large historical datasets to ensure that our partners are delivering against plans, with the ability to find actionable insights to drive improvements across our organisation.

• Consistently working towards maximising our effectiveness and identifying opportunities to improve efficiency.

• Work with key stakeholders across EA to ensure our plans are consistently reviewed and contain up-to-date information.

• Build a strong relationship with our operations, product, and project management teams to ensure that we support them in delivering their goals while modelling future business objectives.

• Collaborate with our Data Science and Insights teams to identify analysis opportunities, drive improvements, and ensure accurate measurement of the business.

• Collaborate with the Sr. Director of Community Care & business planning teams to ensure that we are delivering against our monthly, quarterly, and annual budget targets.

• Deliver and present our long-term planning outputs on a monthly and quarterly basis to leadership teams across the organisation.

 
  Qualifications:

• Experience performing WFM at a large-scale multinational corporation.

• Minimum of 8 years in a Staff Planning role for a team 1000+ agents with multiple campaigns 

• Ability to flex between long-term strategic forecasting and short-term tactical planning in a fast-paced environment.

• Advanced Microsoft Office skills (Excel, PowerPoint, PowerBI) with the ability to model long-term staffing requirements in Excel.

• Advanced knowledge of key planning methodologies like Erlang, Workload, Shrinkage, etc.

• Intermediate knowledge of forecasting, quantitative modelling, and scenario analysis.

• Experience using Tableau or a similar analytics platform to analyse large data sets to ensure accuracy of our planning inputs and outputs, and to identify improvement opportunities.

• Proven track record of delivering to targets within tight deadlines.