WFM Analyst

Role Overview: As a Workforce Management (WFM) Analyst at Electronic Arts in the Fan Care department, you will play a crucial role in ensuring our fans have the best gaming experiences. You will report to the Community Care Director of Programs & Planning and be responsible for analyzing data to improve operational efficiency and staffing plans. Key Responsibilities: - Analyze historical datasets to monitor partners" performance and identify areas for improvement across the organization. - Collaborate with operations, product, and project management teams to develop future capacity and staffing plans. - Present long-term planning outputs to leadership teams on a monthly and quarterly basis. - Work with the Sr. Director of Community Care and business planning teams to meet budget targets. - Collaborate with Data Science and Insights teams to drive analysis opportunities, guide improvements, and ensure accurate business measurement. - Develop workload requirements, staffing proposals, and financial projections for different lines of business on a regular basis. Qualifications: - 5+ years of experience in WFM at a large-scale multinational corporation. - 5+ years in a Staff Planning role for a team of 1000+ agents with multiple campaigns. - Ability to switch between long-term strategic forecasting and short-term tactical planning. - Proficiency in planning methodologies like Erlang, Workload, and Shrinkage. - Intermediate knowledge of forecasting, quantitative modeling, and scenario analysis. - 2+ years of experience using Tableau or similar analytics platforms for data analysis and identifying improvement opportunities. - Ability to deliver results within specified targets with quick turnaround. Additional Details (if available): Electronic Arts prides itself on offering a wide range of games and experiences globally, with opportunities for growth and development within the company. EA values adaptability, resilience, creativity, and curiosity in its employees, providing a supportive work environment that encourages learning and experimentation. The company offers comprehensive benefits programs tailored to local needs, including healthcare coverage, mental well-being support, retirement savings, paid time off, family leaves, and complimentary games, among others. EA fosters an inclusive culture where employees are encouraged to bring their best to their work.,