Workforce Management Scheduling Analyst

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 152841

Position Title: BM&O Lead II

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 acting 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 Workforce Management Scheduling Analyst.

This person uses their Workforce Management (WFM) experience to execute resource planning efforts, including global coordination of staff alignment against forecast requirements for multiple languages, contact types, and partner sites to help inform an ever-changing operational model.

This role is part of EA’s Customer Experience organization. The Customer Experience organization 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 Workforce Management Scheduling Analyst will provide subject-matter expertise for Aspect tools and software, as Electronic Arts keeps building its Workforce Management capabilities at scale. This person will need a passion for operations and data with an eye for scaling processes and flows. They must be able to switch between strategic though leadership, and tactical, detailed work outputs.

So how do Workforce Management Scheduling Analysts make great experiences for players? They:

develop and utilize a deep understanding of Electronic Arts operational metrics and community experience goals
analyze trends and provide input on improving metrics including service levels, adherence, forecast variances, review times, and occupancy
develop, administer, and maintain intraday forecast outputs for multiple languages and contact types, while ensuring the reliability and quality of the underlying data
utilize an understanding of labor legislation and best practices in conjunction with business optimization
work with our internal and external partners, ensuring our support centres schedule staff in the most efficient way possible, while creating a foundation through scheduling that protects our business, empowers staff, and promotes employee engagement.

If this role is for you, then you are:

quick on your feet—you have the proven ability to be a thought leader and problem solver with keen analytic skills
an effective communicator—you feel comfortable communicating with people across various levels of the organization
a team player—you can build relationships with coworkers across the globe
a multi-tasker extraordinaire—you have the demonstrated ability to multi-task and re-prioritize as necessary
a sharp decision maker—you can make real-time decisions without seeking higher authority
a student and a teacher—you continue to develop your expertise of our Workforce Management solution and the associated process governance to guide and develop operations, and you train other team members with your knowledge
an advocate—you are an ambassador and share your knowledge for the Aspect Workforce Management tool and its functionality.

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

BA/BS degree in communications, business, economics, mathematics or equivalent practical experience is preferred.
+3 years of Workforce Management experience in a diverse, multi-channel support environment, preferably retail, technology, or Business Process Outsourcing.
+2 years of experience developing schedules and other resource planning outputs, preferably with Aspect Workforce Management.
Subject matter knowledge in Aspect tools and software, with the ability to champion tool enablement and functionality.
Experience gathering unstructured data to produce insights and regular reporting using Excel and SQL is preferred.

Compensation and Benefits

What’s in it for you? Glad you asked!

We love to brag about our great perks like comprehensive health and benefit packages, tuition reimbursement, 401k company match and, of course, many other perks! And since we realize it takes world-class people to make world-class games, we offer competitive compensation packages and a culture that thrives off of creativity and individuality. At EA, we live the “work hard/play hard” credo every day. More about our location:

https://www.ea.com/careers/careers-overview/austin

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.

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Community / Marketing Title: Workforce Management Scheduling Analyst

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts 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 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.

Days Open: 46

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts