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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. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。

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: 149

Can this position be remote?: 0

EEO Employer Verbiage:

EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律,为符合条件的残障个体改善工作环境。

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