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Forecasting Analyst
at EA
EA Worldwide Cust Support, TX
EA was founded 25 years ago by individuals with a deep passion for making games. Fueled by our talented staff at locations across the globe, we are united in our passion to continue shaping the future of interactive entertainment. Together we can make a difference.
The WW Customer Experience organization is tasked with delivering the world's best customer experience for the world's best games.
Do you like to play games?
Are you a passionate customer advocate?
Do you believe anything is possible?
Do you like to change things and find yourself often challenging the status quo?
Do you work hard, want to love what you do, and have fun doing it?
Are you ready to help EA customers get the most out of their game?
If so, read on.
Role Overview:
Forecasting Analyst – Worldwide Customer Experience
Electronic Arts WW Customer Experience organization is seeking an experienced contact center call volume forecasting analyst to provide ongoing support, analysis and improvements to the forecasting model. The Forecasting Analyst will report to the Director of Analytics and will own the end to end forecasting process leveraging known information such as historical contact rates, projected product sales, seasonality, contact center process changes, and performance goals to improve sophistication and accuracy.
Key Responsibilities:
• Analyze historical contact center inbound demand patterns and correlate them to seasonal patterns, events, product launches and the like to develop a deep understand on the business and what drives contacts
• Partner with contact center leadership and operational team to deliver updated forecasts broken down by channel, region, site and product to drive accurate staffing
• Partner with the finance team to provide analysis on forecasted contacts and resulting financial impact to game teams and product labels. Be able to explain in detail any changes to the forecast model or variables that resulted in changes to forecasted contacts.
• Partner with game teams, labels and product mangers to collaborate on upcoming product launches (web-based, mobile, console, PC, social, subscription, etc.) and the resulting impact on contact center call demand.
• Collaborate with other analysts and business SMEs to understand contact demand volumes and drivers in association with key performance indicators (ASA, AHT, abandonment, ghost call rates, deflection).
• Develop a repeatable, management process by which to modify forecasts regularly as new information becomes available and as the business changes.
Qualifications:
• Experience forecasting contact center call volume leveraging multiple variables, techniques and toolsets.
• Undergraduate degree in Economics, Finance, Business, Statistics, Mathematics or related discipline.
• Strong analytical skills and attention to detail
• Expert level proficiency with one or more forecasting tools such as EXCEL or SAS.
• Superior verbal and written communication skills and the ability to interact professionally with a diverse group of staff with competing goals in a heavily matrixed organization.
• Self-starter with a passion for data analysis and continuous improvement.
• Experience in the game industry.
Who are you:
• Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching and defining solutions.
• Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed.
• Pro-active: Provides recommendations & takes the lead on initiatives without being prompted by internal or external partners.
• Efficient: Highly resourceful and organized person that evaluates everything & implements new ways of doing things faster, better.
• Curious/Inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations
• Team Player: Leader that encourages team collaboration, works well with peers across multiple functionalities within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building.
• High-energy, assertive and decisive person that has strong interpersonal skills and can build rapport and trust quickly in order to form strong business partnerships within the organization as well as outside the company.
• Gets it done – Believes that actions speak louder than words, thrives on achievement.
The WW Customer Experience organization is tasked with delivering the world's best customer experience for the world's best games.
Do you like to play games?
Are you a passionate customer advocate?
Do you believe anything is possible?
Do you like to change things and find yourself often challenging the status quo?
Do you work hard, want to love what you do, and have fun doing it?
Are you ready to help EA customers get the most out of their game?
If so, read on.
Role Overview:
Forecasting Analyst – Worldwide Customer Experience
Electronic Arts WW Customer Experience organization is seeking an experienced contact center call volume forecasting analyst to provide ongoing support, analysis and improvements to the forecasting model. The Forecasting Analyst will report to the Director of Analytics and will own the end to end forecasting process leveraging known information such as historical contact rates, projected product sales, seasonality, contact center process changes, and performance goals to improve sophistication and accuracy.
Key Responsibilities:
• Analyze historical contact center inbound demand patterns and correlate them to seasonal patterns, events, product launches and the like to develop a deep understand on the business and what drives contacts
• Partner with contact center leadership and operational team to deliver updated forecasts broken down by channel, region, site and product to drive accurate staffing
• Partner with the finance team to provide analysis on forecasted contacts and resulting financial impact to game teams and product labels. Be able to explain in detail any changes to the forecast model or variables that resulted in changes to forecasted contacts.
• Partner with game teams, labels and product mangers to collaborate on upcoming product launches (web-based, mobile, console, PC, social, subscription, etc.) and the resulting impact on contact center call demand.
• Collaborate with other analysts and business SMEs to understand contact demand volumes and drivers in association with key performance indicators (ASA, AHT, abandonment, ghost call rates, deflection).
• Develop a repeatable, management process by which to modify forecasts regularly as new information becomes available and as the business changes.
Qualifications:
• Experience forecasting contact center call volume leveraging multiple variables, techniques and toolsets.
• Undergraduate degree in Economics, Finance, Business, Statistics, Mathematics or related discipline.
• Strong analytical skills and attention to detail
• Expert level proficiency with one or more forecasting tools such as EXCEL or SAS.
• Superior verbal and written communication skills and the ability to interact professionally with a diverse group of staff with competing goals in a heavily matrixed organization.
• Self-starter with a passion for data analysis and continuous improvement.
• Experience in the game industry.
Who are you:
• Creative: Ability to find out-of-the-box/non-traditional ways of problem solving, and apply innovative thinking when approaching and defining solutions.
• Entrepreneurial: Self-directed/motivated individual with the willingness and ability to personally jump in, roll up their sleeves and get to work in either a strategic or executional capacity when needed.
• Pro-active: Provides recommendations & takes the lead on initiatives without being prompted by internal or external partners.
• Efficient: Highly resourceful and organized person that evaluates everything & implements new ways of doing things faster, better.
• Curious/Inquisitive: Investigates the current situation, asks the relevant questions needed to get the whole picture then provides specific actionable recommendations
• Team Player: Leader that encourages team collaboration, works well with peers across multiple functionalities within the company, promotes enthusiasm, leverages powers of influence when necessary and motivates relationship building.
• High-energy, assertive and decisive person that has strong interpersonal skills and can build rapport and trust quickly in order to form strong business partnerships within the organization as well as outside the company.
• Gets it done – Believes that actions speak louder than words, thrives on achievement.