Electronic Arts

Workforce Management (WFM) Analyst

Fan Care

EA's Fan Care organization exists to help our fans get the most fun from their games. From onboarding new players to getting them back in the game when they have issues, we support fans across their EA experiences and keep them safe online. We value people who bring new ideas and perspectives to make Fan Care a great place to be and be from. We celebrate 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 show up excited to work and ready for fun.

As the Workforce Management Analyst you will report to the Community Care Director of Programs & Planning. You are passionate about improvements. Asking the right questions to find the right answers. Thinking critically and analyzing data to connect the dots and find solutions.

Responsibilities:

• You'll analyse historical datasets to ensure our partners are meeting plans, with the ability to find relevant insights to lead improvements across our organisation. 

• Build a relationship with our operations, product, and project management teams to ensure we are modeling future targeted outcomes in our capacity and staffing plans.

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

• You will work closely with the Sr. Director of Community Care & business planning teams to ensure that we are achieving our monthly, quarterly, and annual budget targets.

• Collaborate with our Data Science and Insights teams to identify analysis opportunities, guide improvements, and to ensure accurate measurement of the business while striving to maximize our efficiency.

• You will create workload requirements, staffing proposals and financial projections for our lines of business, and update them on a monthly, quarterly, and annual basis.

Qualifications:

• 5+ years experience performing WFM at a large-scale multinational corporation.

• 5 years or more in a Staff Planning role for a team of 1000+ agents with multiple campaigns

• Quickly shift your mindset between long-term strategic forecasting and short-term tactical planning.

• Experience of important planning methodologies like Erlang, Workload, Shrinkage, etc.

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

• 2+ years of experience using Tableau or a similar analytics platform to analyse large datasets to ensure accuracy of our planning inputs and outputs, and to identify improvement opportunities.

• Deliver to targets with quick turnaround.