Electronic Arts, Inc Sr. Manager of Workforce Management in Galway, Ireland

#WeAreEAand 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 celebratediversity and inclusionby creating a place where you can come to work and be yourself.

We want you to join us! We’re hiring a Sr. Manager of Workforce Management.

This role is part of EA’s Customer Experience organization, which is making EA known for taking care of its players. We’re players helping players, people helping people – whenever, wherever, and however they need us.

We’re seeking an exceptional Sr. Manager of Workforce Management to provide leadership and strategic direction to our workforce management team. This person is results-oriented, self-aware, and passionate about joining a global operations team. The Sr. Manager of Workforce Management plays a pivotal role in helping deliver our demand and staff planning with a high degree of accuracy. The right person for this role will be ready to embrace our culture and elevate our business performance. They will have broad experience in solving complex problems, strategic planning, partnering, influencing, and helping team members grow.

So how does the Sr. Manager of Workforce Management make great experiences for players? They:

  • provide leadership to a global team of demand planners and schedulers across multiple sites

  • coach and develop team members by accurately accessing their strengths and opportunities, giving timely and specific feedback, as well as challenging direct reports to optimize performance. They manage team objectives, training requirements, and career development.

  • oversee successful capacity planning implementation to make sure we use advisor resources effectively

  • enhance staffing models to drive flexibility to deliver strong service levels and lower cost to service

  • oversee scheduling matrices that make sure we can achieve service levels, stick to schedules, and other financially impacting goals, using projections and historical information

  • partner with our Real-Time Management team to ensure comprehensive analysis of call patterns, intra- and inter-day activity, and directing adjustments as needed in real time to ensure optimal productivity and efficiency

  • foster cross-functional collaboration to address service level issues, moving people to act when necessary

  • work effectively with cross-functional teams such as Operations, Finance, HR, and Systems to manage continuous improvement activities that drive stronger customer experience within budget to serve across the end-to-end player journey

  • review processes related to our WFM system (Aspect), audit individual workforce management groups to make sure we use all core processes and tools to achieve optimum results

  • partner with our business continuity committee to create contingency plans that make sure staffing remains as constant as possible in the event of an emergency

  • maintain an awareness of emerging industry tools to make sure that EA is using cutting-edge technology. They might also partner with our technology team to develop a roadmap that plans technology to improve our workforce management capabilities

  • prepare and present timely and accurate reports to operations leadership

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

  • Minimum of 10 years knowledge or experience in contact center business

  • Minimum of 5-10 years of direct management experience in workforce management

  • Requires analytical skills, solid mathematics, and problem-solving, proficiency in multiple workforce management systems as well as Microsoft Excel, Word, Access, and Windows

  • Experience implementing new software and/or applications is useful

  • Solutions-oriented individual who pays attention to details and has a proven track record in effectively managing teams in different locations

  • Leader and a motivator, you won’t do all the work yourself, but you should possess the ability to bring competing interests together that best serve EA’s core purpose and beliefs

  • Proven ability to meet tight deadlines with accuracy and proven ability to multi-task

  • Demonstrated ability to quickly learn new systems and processes

  • Strong documentation skills

  • Exceptional organizational skills with an ability to manage competing internal stakeholder demands

  • The ability to suggest solutions and fix problems, or negotiate compromises, based on the needs of internal stakeholders

  • Be a confident communicator who likes to present and can share information in a way that their audience can easily understand it – whether they are new hires or senior leaders.

  • Forward thinking with the ability to see trends and make recommendations for process improvements

  • Confidentiality and integrity in dealing with highly sensitive information

  • Game, Entertainment, or technology industry experience is preferred.