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Manager, Workforce Planning

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Job Title: Manager, Workforce Planning

Department: CS, Regional Planning & Support

Location: Remote (CA, TX or IE)

Your Mission

The Customer Service organization is home to a distributed team of leaders, analysts, developers and frontline representatives focused on providing a worldwide community of players with support that mirrors the dedication and passion Blizzard Entertainment brings to building epic gaming experiences.

As a Manager of Workforce Planning, you will report to the Director of the function. You will provide direction and forecasting for vendor staffing and ensuring the use of best-in-class Workforce Management practices, while maintaining a focus on efficiency, long term company goals and strategic planning. You will partner closely with the Senior Leadership team to develop and implement changes that improve overall organizational and operational processes, creating productivity and efficiency gains.

The ideal candidate will deliver data-driven, innovative, and highly effective workforce models and solutions that exhibit thought leadership and deep and thoughtful analysis.

What you offer:

Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities:

Scheduling

• Create and maintain daily schedules in lEX
• Assist with intraday management by processing requests via the Jira tool, weekly task planning and mass updates in IEX (e.g. e-learning, training, events)
• Lead forecasting volume, resolving capacity needs and budget preparation/input
• Liaise with events teams and provide scheduling assessments and recommendations for planned events.
• Regularly meet with the operations team to discuss deviations and the impact of upcoming training events etc. on work schedules.
• Lead global meetings to discuss forecast analysis, current trends, impacting events and queue recommendations

Forecasting and Capacity Planning:

• Partner with the Global workforce management team to prepare and implement short and long term forecasting
• Collaborate with regional Workforce Analysts to process and prepare AOP for the next year
• Conduct analysis and recommend solutions to real-time performance issues that will improve operational efficiency and satisfaction
• Assist with the development of forecasting models to predict contact volume, statistics, and future additional channels; articulate reasons for forecast variance and recommend changes to improve forecast accuracy and efficiency
• Generate regular leadership reports describing workforce models, trends, risks, and mitigation plans

Project Management

• Participate and lead multi site shift optimization projects
• Communicate to partners on performance and challenges; providing direction, guidelines, and performance updates to hit service level goals
• Communicate vital real-time and proactive adjustments to the workforce plan based on changing/multifaceted forecasts and re-forecast when vital

Requirements:

• Proficiency in spreadsheet, database skills and developing models, as well as analytical and graphical insights
• Ability to synthesize qualitative and quantitative information into powerful actionable insights and plans
• Ability to work through ambiguous situations and to proactively take action without instruction
• Collaborative teammate with outstanding analytical, presentation and communication skills
• Results oriented with a proven track record of success and measurable impact

Your Platform

Best known for iconic video game universes including Warcraft®, Overwatch®, Diablo®, and StarCraft®, Blizzard Entertainment, Inc. (www.blizzard.com), a division of Activision Blizzard, which was acquired by Microsoft (NASDAQ: MSFT), is an outstanding developer and publisher of entertainment experiences. Blizzard Entertainment has crafted some of the industry’s most critically acclaimed and genre-defining games over the last 30 years, with a track record that includes multiple Game of the Year awards. Blizzard Entertainment engages tens of millions of players around the world with titles available on PC via Battle.net®, Xbox, PlayStation, Nintendo Switch, iOS, and Android.

Our World

Activision Blizzard, Inc., is one of the world's largest and most successful interactive entertainment companies and is at the intersection of media, technology and entertainment. We are home to some of the most beloved entertainment franchises including Call of Duty®, World of Warcraft®, Overwatch®, Diablo®, Candy Crush™ and Bubble Witch™. Our combined entertainment network delights hundreds of millions of monthly active users in 196 countries, making us the largest gaming network in the world!

Our ability to build immersive and innovative worlds is only improved by teams with multifaceted strengths working in an inclusive environment. We seek to have a culture where everyone can thrive in order to connect and engage the world through epic entertainment. We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered!

Rewards

We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered! Subject to eligibility requirements, the Company offers comprehensive benefits including:

• Medical, dental, vision, health savings account or health reimbursement account, healthcare spending accounts, dependent care spending accounts, life and AD&D insurance, disability insurance;
• 401(k) with Company match, tuition reimbursement, charitable donation matching;
• Paid holidays and vacation, paid sick time, floating holidays, compassion and bereavement leaves, parental leave;
• Mental health & wellbeing programs, fitness programs, free and discounted games, and a variety of other voluntary benefit programs like supplemental life & disability, legal service, ID protection, rental insurance, and others;
• If the Company requires that you move geographic locations for the job, then you may also be eligible for relocation assistance.

Eligibility to participate in these benefits may vary for part time and temporary full-time employees and interns with the Company. You can learn more by visiting https://www.benefitsforeveryworld.com/ .