Demand Planning Analyst

EA - Electronic Arts
Austin - United States
S: Competitive

The Challenge Ahead:
The role provides contact center volume forecasting data and ongoing support, analysis and improvements to the forecasting model. The Demand Planning Analyst will report to the Director, Workforce Management and will own the end to end forecasting process leveraging known information such as historical contact rates, projected product sales and seasonality to improve sophistication and accuracy.

What a Demand Planning Analyst does at EA:
Analyze historical contact center inbound demand patterns and correlate them to seasonal patterns, events, product launches and the like to develop a deep understanding of the business and what drives 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
Be able to explain in detail any changes to the forecast model or variables that resulted in changes to forecasted volume
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

The next great Demand Planning Analyst needs:
Experience forecasting contact center volume leveraging multiple variables, techniques and toolsets
Undergraduate degree in Economics, Finance, Business, Statistics, Mathematics or related discipline is preferred
Exceptional analytical skills and attention to detail
Expert level proficiency with SQL and Excel, ability to learn new tools for analysis
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
Workforce Management software experience
Self-starter with a passion for data analysis and continuous improvement
Experience in the game industry not required but preferred

Job summary