Role overview 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 Experience using Aspect or other WFM system

Tagged as: Analytics, Customer Experience, Data Science, Forecasting, Sales, Sql, Statistics, Workforce Management, Workforce Planning

Job Overview
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