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:

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: 59

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。