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Team Manager, Intraday WFM

Location: Hyderabad, Telangana, India

Notice

This position is no longer open.

Requisition Number: 167536

Position Title: Manager II, BM&O

External Description:


Role: Workforce Management Team Manager (Intraday)


Job 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 Team Manager (Intraday).
This  person  is  a  leader  with  extensive  Workforce  Management  (WFM)  experience  in  complex
support environments. They’ll be responsible for the management and development of a team
of WFM Specialists focused on real-time intraday management and demand planning.
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.
A Workforce Management Team Manager (Intraday) will work with partners across our global
organization. They’ll understand and incorporate operational needs and demands into a support
structure that optimizes the player experience.
So how do Management Assistant Managers make great experiences for players?

They:
• Develop and guide a team of Demand Planning Specialists and Real-Time Adherence
Specialists
• Lead operations accountability and performance monitoring for EA and our partner sites
• Use their understanding of EA’s operational metrics and community experience goals
• Create accurate projections with knowledge of EA’s sales and player engagement strategies
• Analyze trends and provide input to improve metrics on service levels, adherence, forecast
vs. actual variances, review times, and occupancy
• Guarantee the reliability and quality of underlying data
• Review the accuracy and appropriateness of reports and data sources
• Share  their  expertise in EA’s Workforce Management solution to guide, develop, and train
other team members.

 
If this role is for you, then you are:
Passionate—you live and breathe operations and data, and you can identify opportunities to
scale and optimize
A Team player—you can build relationships with coworkers across a global organization
A  Critical  thinker—you  switch  between  thought  leadership  and  tactical,  detailed  work
outputs
A Proven leader—you have a track record of developing and empowering others
An  Effective  communicator—you  can  speak  with  stakeholders  across  various  levels  of  the organization
A Multi-tasker extraordinaire—you can work on multiple projects at a time and re-prioritize
as needed
A Decision maker—you can make day-to-day decisions without seeking higher authority
Quick on your feet—you have a speedy and practical know-how to execute the functions of
forecasting and intraday management.

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


  • BA/BS degree in communications, business, economics, or mathematics is preferred.
    +5 years of Workforce Management experience in a diverse, multi-channel support
    environment. Retail, technology,  or  BPO  environment  with  +2  years  spent  in  a  people
    management capacity is preferred.
    +3 years of experience developing forecasts and staff plans, 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.
    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: Team Manager, Intraday WFM

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: About EA At Electronic Arts, we exist to Inspire the World to Play. We create extraordinary new game experiences for our millions of players everywhere by bringing together talented people that combine creativity, innovation, and passion. We know that our strength lies in the diversity of our people. We immerse our employees into an inclusive culture, and provide opportunities for learning and leading that allow them to do the most impactful and rewarding work of their careers. We put our people first. We provide comprehensive benefit packages with a focus on health and wellbeing to support your needs and help you balance your career and personal life. We provide access to dynamic and collaborative work environments, opportunities to connect and contribute through our Employee Resource Groups, and support for a balanced life with paid time off and new parent leave, plus free video games and so much more! 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. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Date Opened: 2021-08-17 13:29:55.047

EEO Employer Verbiage:

About EA

We exist to inspire the world to play. Through innovative technology and immersive storytelling, we deliver new ways of experiencing worlds of interactive entertainment for our millions of players worldwide. Our strength lies in the diversity of our people, combining creativity, innovation and passion. We fully champion inclusive culture, and provide opportunities for growing, learning, and leading that allows for the most impactful and rewarding work of our teams’ careers. 

We put our people first, and we make sure they’re taken care of both in and out of the office. As we reflect on our learnings and successes from remote work, we aim to provide dynamic, collaborative and flexible work environments for our teams. Our employees connect through our Employee Resource Groups, which are actively involved in driving business decisions every step of the way. But our support doesn’t end at the workplace—we also encourage a balanced lifestyle with paid time off and new parent leave, free video games, fitness reimbursement and more. 

Our goal is to provide a safe, respectful and inspiring workplace for all of our employees. Through our diversity, equity, inclusion and social responsibility programs, we’re doing the work to give everyone the space to be their full selves while giving back to our community. We’re looking for problem-solvers, game-changers, innovators, dreamers, doers—people that are ready to move the needle and build on our success. As our industry accelerates, we aren’t just keeping up—we’re staying ahead of the game.

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. Electronic Arts also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Click here to view our Data Privacy Policy.

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