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Scheduling Lead

Multiple Locations: Galway, County Galway, Ireland • Austin, Texas, United States

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Requisition Number: 169493

Position Title: BM&O Lead II

External Description:

As the Lead Scheduling Analyst, you will report to the Sr. Manager, Demand and Workforce Planning. You have built and optimized schedules for contact centers with 1,000+ agents across several sites, delivering support in multiple languages.

Worldwide Customer Experience (WWCE)
EA's Worldwide Customer Experience (WWCE) organization exists to inspire the world to play. We support players across the globe in 13+ languages. We value people who will bring new ideas and perspectives to help make WWCE a great place to be and be from. We celebrate diversity and inclusion. It's just as important for us to create great experiences for our people as for our players. We're looking for people that show up excited to work and ready for some fun.

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.

Responsibilities
You will:
- Analyze the demand forecast
- Build monthly schedules for contact center agents that support EA's service delivery priorities, such as being there for our player while balancing a positive employee experience
- Optimize schedules to ensure best practices and compliance with labor legislation across all advisor sites
- Analyze trends including service levels, adherence, forecast variances, review times, and occupancy
- Identify data issues; partner with the right source to rectify
- Determine schedule requirements for Service Partner workforce
- Quality-check partner schedules, once complete
- Work with service partner managers to review performance such as: occupancy and utilization
- Work with Service Delivery Operations managers to schedule overtime
- Monitor and fulfill scheduling requests using a ticketing system

Qualifications
- BA/BS degree or equivalent practical experience
- +3 years of Workforce Management experience - either in Scheduling or Intraday Management - in a diverse, multi-channel support environment
- Experience using Aspect or other similar WFM system
- Game or entertainment industry experience is compelling

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State:

Remote?: 0

Community / Marketing Title: Scheduling Lead

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: 2021-10-29 16:11:26.33

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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