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Workforce Management Real-Time Adherence Specialist

Location: Hyderabad, Telangana, India

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This position is no longer open.

Requisition Number: 151519

Position Title: BM&O Analyst I

External Description:

Workforce Management Real-Time Adherence Specialist 

#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 Real-Time Adherence Specialist.  

This person uses their Workforce Management (WFM) experience to optimize real-time business activities through managing Advisor adherence. They’ll develop insights and report to drive business accountability.

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 Real-Time Adherence Specialist works with multiple sites, partners, languages, and contact types. They’re subject matter experts for Aspect Workforce Management tools and software.

So how do Workforce Management Real-Time Adherence Specialist make great experiences for players? They:

  • Develop and utilize an understanding of EA’s operational metrics and community experience goals
  • Coordinate and execute real-time and intraday configuration across multiple internal and external partners
  • Oversee and manage Advisor adherence for schedules and business plans
  • Develop and share insights using internal reporting, Aspect reporting, and other tools
  • Advocate Aspect Workforce Management tool enablement and functionality
  • Support Intraday Analysts as WFM’s main point of contact for internal and external partners
  • Make sure our support centers are as efficient as possible and that they maintain a great player experience.

If this role is for you, then you are:

  • A Builder—you have an ability to scale processes and work flows
  • A Multi-tasker extraordinaireyou can work on multiple projects at a time and re-prioritize as needed
  • An Effective communicator—you can speak with stakeholders across various levels of the organization
  • A Critical thinkeryou can recall examples from your work history where you thought outside of the box to solve problems
  • Passionate—you live and breathe operations and data, and you can identify opportunities for scale and optimization
  • A Critical thinker—you can switch between thought leadership and tactical, detailed work
  • Attention to detail—you notice even the little things, all happening in a fast-paced and complex environment

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

  • BA/BS degree in communications, business, economics, mathematics or equivalent practical experience is preferred.
  • +1 years of WFM experience as a real-time or intraday analyst in a diverse, multi-channel support environment. Retail, technology, or BPO environments are preferred.
  • +1 years of WFM tool experience with Aspect Workforce Management.
  • Demonstrated expert ability with MS Excel, and experience with other data management or reporting tools (like SQL) is preferred.
  • An ability to share Workforce Management expertise and its process governance.

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 Real-Time Adherence Specialist

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: 217

Can this position be remote?:

EEO Employer Verbiage:

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.

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