So I work in the Player Experience team, which is made up of:
• Player Experience
• Player Support
• Anti-Cheating
Within those, there are various other sub-areas.
My role is the Workforce Management Analyst and I report into Mod Kelvin (Senior Director of Player Experience).
I do various things, but essentially it's about making sure we have the right resource in the right place, at the right time. A lot of what I do is looking at contact volumes (and the types of contacts we're receiving) and manage our resources so that we can meet our SLAs.
As an example - predicting Premier Club volumes so that we have enough resource (with the appropriate skills) in place to respond to players within our agreed SLA.
Other areas I'm involved in are:
• Budgeting - making sure we're within budget, and how we use that budget. This influences our recruitment strategy i.e. when we need to start recruitment, and how many people we need to hire
• Data Analysis - this is probably my favourite part, as I get to work with our data warehouse and produce reports and dashboards. For example, I'm working on dashboards for the PMod and Community Helper Curators so that we can use all of the data to inform our strategy e.g. PMod recruitment (timezones that are under-represented)
• Forecasting - predicting our future department demand based on game updates, seasonality, any new product launches, etc.
• Schedulling - managing the day-to-day schedule of the overall team, to ensure we've got enough people working at particular times to meet demand, taking into account any sickness, annual leave, or other activities such as training sessions
• Recruitment - I'm involved in the interviews and assessment days for Player Support candidates (which is interesting since it was only 6 months ago that I was going through the process myself!)
There's a lot of other areas I'm involved in, and it's a great role as I get exposure to a lot of different areas of the business
27-Aug-2021 09:28:25
- Last edited on
27-Aug-2021 09:41:45
by
Mod Alex S
