Workforce Management (WFM) Planning Analyst

Electronic Arts (EA); Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

Electronic Arts (EA) is seeking a Workforce Planning Analyst to enhance their Community Care operations. This role involves data analysis, strategic forecasting, and collaboration with multiple teams to optimize staff planning. Candidates should have advanced Microsoft Office skills and 3+ years' experience in Workforce Management for large teams. Join EA’s inspiring community that values creativity and diversity, and supports your growth in the dynamic gaming industry.

Benefits

Health and wellness programs

Paid time off

Family leave options

Qualifications

• Minimum 3 years in Workforce Planning for teams of 1000+ agents.
• Advanced skills in modeling staffing needs in Excel.
• Knowledge of planning methodologies like Erlang, Workload.

Responsibilities

• Create and deliver staff planning projections for Community Care.
• Analyze large historical datasets for actionable insights.
• Build strong relationships with operations and management teams.

Skills

Workforce Management

Data analysis

Strategic forecasting

Tactical planning

Intermediate forecasting

Team collaboration

Tools

Microsoft Office

Aspect

Tableau

PowerBI

Job description

Workforce Management (WFM) Planning Analyst

Electronic Arts creates next-level entertainment experiences that inspire players and fans around the world. Here, everyone is part of the story. Part of a community that connects across the globe. A place where creativity thrives, new perspectives are invited, and ideas matter. A team where everyone makes play happen.

Workforce Planning Analyst

As a Workforce Planning Analyst, you will report to the Director, Community Programs & Planning. You are passionate about improvements, asking the right questions to find the right answers, thinking critically, and analyzing data to connect the dots and find solutions.

Community Care

EA's Community Care organization exists to inspire the world to play safely. We support players across the globe in 13+ languages. We value people who bring new ideas and perspectives to make Community Care a great place to be and be from. We celebrate diversity and inclusion. We aim to create great experiences for both our people and our players. We seek individuals excited to work (in-office or via Zoom) and ready for some fun. EA values creativity, pioneering spirit, passion, determination, learning, and teamwork. We encourage curiosity, original ideas, and commitment to the team.

Responsibilities

• Create, maintain, and deliver staff planning projections monthly, quarterly, and annually for all frontline Community Care departments, adhering to deadlines.
• Analyze large historical datasets to ensure Operations teams meet their plans, providing actionable insights for improvements.
• Review and enhance planning processes to maximize effectiveness and identify efficiency opportunities.
• Collaborate with Worldwide Customer Experience stakeholders to keep plans up-to-date.
• Build strong relationships with operations, product, and project management teams to support their goals and model planning scenarios.
• Work with Data Science and Insights teams to identify analysis opportunities and ensure KPI delivery.
• Partner with the Sr Director of Community Care & Business Planning to meet budget targets.
• Present long-term planning outputs to leadership monthly and quarterly.

Qualifications

• Experience in large-scale Workforce Management, ideally in a multinational corporation.
• Minimum 3 years in Workforce Planning for teams of 1000+ agents.
• Ability to switch between strategic forecasting and tactical planning in a fast-paced environment.
• Advanced skills in Microsoft Office (Excel, PowerPoint, PowerBI), with experience modeling staffing needs in Excel.
• 3+ years using Aspect or similar WFM tools.
• Knowledge of planning methodologies like Erlang, Workload, Shrinkage, etc.
• Intermediate skills in forecasting, modeling, and scenario analysis.
• Experience with Tableau or similar platforms for data analysis and identifying improvements.
• Proven ability to meet targets under tight deadlines.

About Electronic Arts

EA boasts an extensive portfolio of games and experiences worldwide, offering opportunities for growth. We value adaptability, resilience, creativity, and curiosity. Our leadership fosters potential, and we support learning and experimentation. Our benefits programs focus on holistic wellness—covering health, mental well-being, retirement, paid time off, family leave, and more. We aim to create environments where teams can excel and bring their best.