Workforce Management (WFM) Planning Analyst

Workforce Planning Analyst

As a Workforce Planning Analyst, you will report to Director, Community Programs & Planning. You are passionate about improvements. Asking the right questions to find the right answers. Thinking critically and analyzing data to connect the dots and find solutions.
 
Community Care

EA’s Community Care organization exists to inspire the world to play safely. We support players across the globe in 13+ languages. We value people who will bring new ideas and perspectives to help make Community Care 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 will come to the office (or Zoom meeting) 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:

• Create, maintain and deliver monthly, quarterly and annual staff planning projections for all frontline Community Care departments, adhering to tight deadlines.
• Analyze large historical datasets to ensure that our Operations teams are delivering against plans, with the ability to find actionable insights to drive improvements across our organization.
• Review and improve our planning processes on a consistent basis to ensure we are maximizing our effectiveness and identifying opportunities to improve efficiency.
• Work with key stakeholders across Worldwide Customer Experience to ensure our plans are constantly reviewed and updated to contain up to date information.
• Build a strong working relationship with our operations management, product management and project management teams to ensure that we are supporting them in delivering their goals whilst modelling planning scenarios to ensure business objectives are met.
• Work with our Data Science and Insights teams to identify analysis opportunities to drive improvements whilst also ensuring we are delivering to our planning KPIs.
• Collaborate with Sr Director of Community Care & business planning teams to ensure that we are delivering against our monthly, quarterly, and annual budget targets.
• Deliver and present our long-term planning outputs on a monthly and quarterly basis to leadership teams across the organization

 
 Qualifications:

• Experience performing WFM at a large-scale multinational corporation.
• Minimum of 3 years in Workforce Planning for a team of 1000+ agents
• Ability to flex between long term strategic forecasting and short-term tactical planning in a fast-paced environment
• Advanced Microsoft Office skills (Excel, PowerPoint, PowerBI) with the ability to model long-term staffing requirements in Excel.
• 3 or more years using Aspect or similar WFM tool.
• Advanced knowledge of key planning methodologies like Erlang, Workload, Shrinkage, etc.
• Intermediate knowledge of forecasting, quantitative modelling, and scenario analysis
• Experience using Tableau or a similar analytics platform to analyse large data sets to ensure accuracy of our planning inputs and outputs and to identify improvement opportunities.
• Proven track record of delivering to targets within tight deadlines.