Senior workforce manager – it gaming industry
overview:
* leverage workforce management expertise to drive strategic operations within the player support and operational ecosystem of a leading it gaming company.
key responsibilities:
* oversee workforce planning and optimization, ensuring seamless gaming experiences through effective contact center staffing.
* develop and implement forecasting and scheduling strategies to maximize performance in high-pressure environments.
* analyze complex data from gaming platforms using tools like tableau, power bi, or wfm software to inform workforce decisions.
* collaborate with cross-functional teams to align workforce plans with game launches, updates, and peak player activity periods.
requirements:
* bachelor's degree in business administration, data analytics, information technology, or a related field.
* 7+ years of experience in workforce management, with at least 3 years in a leadership role.
* advanced proficiency in data analysis tools such as sql, excel, tableau, power bi, and wfm software.
* proven track record of managing high-performing teams in fast-paced tech environments.
preferred skills:
* familiarity with statistical modeling for demand forecasting in gaming support.
* knowledge of crm systems used in player support, such as zendesk.