Analyst (Contract)

Notice

This position is no longer open.

Requisition Number: 119113

Position Title: Contingent

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning and teamwork. We mean things like actioning with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

 

And we want you to join us. We’re hiring a Service Partner Management Analyst

This role is part of EA’s Customer Experience organisation. The Customer Experience organisation strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

The Service Partner Management Analyst will be a liaison with the Service Partner Management team to analyze, report and provide recommendations around how we can drive exceptional levels of performance and maximise the benefit of our Service Partner relationships.

Track and report on Service Partners’ performance to key metrics

·         Have the ability to work autonomously to analyse data and make recommendations with accompanying statistical support to drive the Signature Customer Experience for EA

·         Be an active participant in our Service Partners business reviews ensuring that internal and external reporting on key performance measures are aligned and consistent

·         Play a vital role in supporting our Partner relationships through root cause analysis on specific metrics, simplified reporting and then working in collaboration with the Service Partner Managers to implement innovative solutions to drive exceptional service and performance

·         Work with the Leadership team to identify and start measuring new metrics which will positively impact our strategic pillars of improving quality and expanding reach

·         In tandem with the Service Partner Managers, identify opportunities where we can maximise reach by maximizing hours adherence/compliance and overall contract requirements

·         Have fun! As a game company, a passion for games and improving the player experience is a must

If you’re interested in this role, you’ll need these skills or experiences:

·         2+ years of experience in analytics with the application of statistics using analytical software (preferably within a contact centre environment)

·         A bachelor’s, MBA, or master's degree in statistics, computer science, or a related field

·         Proven analytical thinking, project management skills, attention to detail, and exceptional organizational skills

·         Critical thinking with problem solving capacity

·         Exceptional interpersonal and communication skills with the ability to convey and visualize information in a manner that is compelling and convincing – influencing stakeholders at all levels of the organisation to enact change

·         Ability to independently manage simultaneous projects

·         A passion for excellent Customer Experience.

 

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, veteran status, or any other characteristic protected by law. We will also consider for employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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Community / Marketing Title: Analyst (Contract)

Company Profile:

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets.

EEOText: 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, veteran status, or any other characteristic protected by law. We will also consider for employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Date Opened: 2018-04-12 08:00:00.0

EEO Employer Verbiage:

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.

Location: Austin

Location_formattedLocationLong: Austin, Texas US

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