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Team Manager, Intraday WFM

Role: Workforce Management Team Manager (Intraday)

Job Description:

#WeAreEA and we exist to inspire the world to play. 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.
We’re looking for all the best kinds of people to make great experiences for our players. The best
people want a job that inspires them while giving them room to enjoy their lives. And we want
to give them that. We celebrate diversity and inclusion by creating a place where you can come
to work and be yourself.
And we want you to join us. We’re hiring a Workforce Management Team Manager (Intraday).
This person is a leader with extensive Workforce Management (WFM) experience in complex
support environments. They’ll be responsible for the management and development of a team
of WFM Specialists focused on real-time intraday management and demand planning.
This role is part of EA’s Customer Experience organization. The Customer Experience organization
strives to make EA known for taking care of its players. We’re players taking care of players and
people talking to people – whenever, wherever, and however they need us.
A Workforce Management Team Manager (Intraday) will work with partners across our global
organization. They’ll understand and incorporate operational needs and demands into a support
structure that optimizes the player experience.
So how do Management Assistant Managers make great experiences for players?

They:
• Develop and guide a team of Demand Planning Specialists and Real-Time Adherence
Specialists
• Lead operations accountability and performance monitoring for EA and our partner sites
• Use their understanding of EA’s operational metrics and community experience goals
• Create accurate projections with knowledge of EA’s sales and player engagement strategies
• Analyze trends and provide input to improve metrics on service levels, adherence, forecast
vs. actual variances, review times, and occupancy
• Guarantee the reliability and quality of underlying data
• Review the accuracy and appropriateness of reports and data sources
• Share their expertise in EA’s Workforce Management solution to guide, develop, and train
other team members.

If this role is for you, then you are:
• Passionate—you live and breathe operations and data, and you can identify opportunities to
scale and optimize
• A Team player—you can build relationships with coworkers across a global organization
• A Critical thinker—you switch between thought leadership and tactical, detailed work
outputs
• A Proven leader—you have a track record of developing and empowering others
• An Effective communicator—you can speak with stakeholders across various levels of the organization
• A Multi-tasker extraordinaire—you can work on multiple projects at a time and re-prioritize
as needed
• A Decision maker—you can make day-to-day decisions without seeking higher authority
• Quick on your feet—you have a speedy and practical know-how to execute the functions of
forecasting and intraday management.

If you’re interested in this role, you’ll need these skills or experiences:

• 
  BA/BS degree in communications, business, economics, or mathematics is preferred.
  • +5 years of Workforce Management experience in a diverse, multi-channel support
  environment. Retail, technology, or BPO environment with +2 years spent in a people
  management capacity is preferred.
  • +3 years of experience developing forecasts and staff plans, preferably with Aspect
  Workforce Management.
  • Subject matter knowledge in Aspect tools and software, with the ability to champion tool
  enablement and functionality.
  • Experience gathering unstructured data to produce insights and regular reporting using Excel
  and SQL is preferred.
  EA 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 or veteran status. We will also consider for employment qualified applicants with criminal
  records in accordance with applicable law.