WFM Realtime Analyst

Requisition Number: 169125

Position Title: BM&O Analyst I

External Description:

Job Description:

Role: WFM Realtime Analyst

The WFM Realtime Analyst will use their experience to execute in-week and intraday planning efforts to mitigate operational risk and optimize for performance.  This will be facilitated across multiple sites, partners, languages, and contact types.  You’ll also provide subject-matter expertise for Aspect tools and software, as Electronic Arts continues to build its Workforce Management capabilities at scale.  You’ll need a passion for operations and data to identify opportunities and exploit them while applying an eye for scaling processes and workflows.  Your ability to build relationships on a global basis, and your versatility to switch between strategic thought leadership, and tactical, detailed work outputs will be crucial.

Responsibilities

• 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 on real-time and intraday basis.
• Coordinate and execute real-time and intraday configuration and staff plan across multiple internal and external partners.
• Develop, and distribute meaningful insights using internal reporting, Aspect reporting, and other tools for use in diagnosing real-time, and intraday performance outlooks.
• Be the WFM main point of contact for internal and external partners on an intraday basis, ensuring our support centers operate in the most efficient manner possible, while maintaining an optimal player experience.
• Share (and continue to develop) your expertise in Electronic Arts’ Workforce Management solution, as well as the associated process governance to guide and develop Operations, as well as training other team members.

Requirements

• A proven track record of successful reporting and analysis experience, using Amazon Web Services, and Salesforce, is required.
• +3 years of WFM experience as a real-time or intraday analyst in a diverse, multi-channel support environment, preferably in retail, technology, or BPO environments.
• +2 years of WFM tool experience, preferably with Aspect Workforce Management.
• Ability to communicate to various levels within the organization.
• Demonstrated ability to multi-task and re-prioritize accordingly.
• Capacity and confidence to make real-time decisions without seeking higher authority.

 

City:

State:

Community / Marketing Title: WFM Realtime Analyst

Company Profile:

Nous sommes une équipe internationale de spécialistes de la création, de la narration, de la technologie, de la génération d’expériences, de l’innovation et bien plus encore. Nous pensons que nos équipes doivent être aussi diversifiées que nos communautés afin de créer des jeux et des expériences inoubliables. Chez Electronic Arts, la seule limite est votre 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: 59

Can this position be remote?: 0

EEO Employer Verbiage:

À propos d'Electronic Arts

Toutes nos actions sont tendues vers le même objectif : transmettre l'envie de jouer. Au travers de nos jeux innovants, de nos services novateurs et de nos technologies de pointe, nous offrons des possibilités infinies à des millions de fans dans le monde entier.

 

Nous cherchons des personnes inclusives et collaboratives aux points de vue variés pour enrichir notre culture et nous stimuler. Grâce à notre programme d’avantages sociaux, nous adoptons une approche holistique centrée sur le bien-être physique, émotionnel, financier, professionnel et communautaire pour soutenir les membres de notre personnel à chaque chapitre de leur vie. Nous fournissons un ensemble complet d’avantages sociaux garantissant une vie équilibrée et offrant notamment des congés payés, des congés parentaux, des jeux gratuits et bien plus encore. Notre objectif est de fournir un environnement de travail sûr et bienveillant qui vous permet de vous épanouir sur le plan personnel comme sur le plan professionnel.

 

Electronic Arts souscrit au principe de l’égalité des chances. Nous prenons nos décisions en matière d’emploi sans distinction de race, de couleur, de pays d’origine, d’hérédité, de sexe, de genre, d’identité ou d’expression de genre, d’orientation sexuelle, d’âge, d’informations génétiques, de religion, de handicap, d’état de santé, de grossesse, de situation familiale, d’ancienneté ou de tout autre facteur protégé par la loi. Nous étudions également les candidatures des personnes qualifiées possédant un casier judiciaire, conformément à la loi en vigueur. Par ailleurs, EA aménage l’environnement de travail pour les personnes en situation de handicap, conformément à la loi en vigueur.