As a Workforce Management (WFM) Demand Planning Analyst, you will report to the Sr. Manager, Demand and Workforce Planning.
You have built demand forecasts from the bottom up, using business drivers and historical data as reference points.
You have delivered demand forecasts with accuracy between 5-10% for contact centers receiving over 20 million contacts a year.
You have used statistics and analytics knowledge to inform operational models by developing forecasts for different contact types, languages, and regions.
Responsibilities
You will
Understand EA s operational metrics and customer experience goals
Use knowledge of EA s sales and player engagement strategies to create accurate projections
Analyze trends to help improve demand forecast accuracy in many channels, languages and products
Identify data issues; partner with the right source to rectify
Partner with Data Science to develop automated models that can be used with manual forecasts
Develop, administer, and maintain forecasts
Document and publish changes from forecast to forecast
Qualifications
BBA/BS degree or equivalent practical experience
+3 years of Workforce Management experience performing Demand Forecasting in a diverse, multi-channel support environment
Expert level knowledge of Excel, SQL, and/or other modelling platforms
