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- Tasks: Analyse workforce data to optimise service performance and capacity for gaming experiences.
- Company: Join Ubisoft, a global leader in gaming with a diverse and innovative culture.
- Benefits: Enjoy a personal performance bonus, private health insurance, and discounts on top video games.
- Other info: Hybrid work model available, promoting work-life balance and career growth.
- Why this job: Be part of a team that shapes the future of gaming while enhancing your analytical skills.
- Qualifications: Experience in workforce management or trend analysis, with strong mathematical and reasoning abilities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences. We believe diverse perspectives help both players and teams thrive. If you’re passionate about innovation and pushing entertainment boundaries, join our journey and help us create the unknown!
The Workforce Management Analyst ensures that service performance and capacity remain aligned with agreed Service Level Targets and business demand, contributing directly to the organization’s Service Value Chain. This role supports Capacity & Performance Management and Workforce & Talent Management practices by producing accurate workload forecasts, headcount plans, and capacity models that enable the delivery of stable, predictable, and cost‑effective service operations.
The analyst performs continuous monitoring, trend analysis, and variance reviews to identify risks to service performance, contributes to Service Level Management through data‑driven insights, and partners with Vendor Operations, Analytics, and Finance to support Continual Improvement initiatives and Operational Excellence.
- Capacity & Performance Management
- Develop accurate mid-to-long-term workload and capacity forecasts, using historic performance trends and known business drivers to ensure service capacity meets demand.
- Translate workload forecasts into actionable resource and staffing plans, considering training lead times, attrition trends, handle time variability, and seasonal patterns.
- Generate intraday forecasts to define the number of agents needed per hour per forecast group.
- Conduct capacity risk assessments and propose mitigation strategies to prevent service degradation.
- Perform post‑implementation variance analysis to identify forecasting deviations and continuously improve accuracy.
- Service Level Management
- Align staffing and performance plans with agreed SLAs/OLAs, ensuring sufficient capacity to meet service availability, response, and resolution targets.
- Partner with Vendor Operations to ensure operational performance aligns with contractual service levels and KPIs.
- Support governance reviews by providing regular reports on service level adherence, workforce utilization, and contact‑to‑capacity ratios.
- Workforce & Talent Management
- Collaborate with internal and external service delivery teams to ensure right‑sized, right‑skilled staffing aligned to service demand.
- Monitor shrinkage, absenteeism, and attrition trends to identify root causes and support corrective action plans.
- Contribute to the resource onboarding and readiness process by providing data to support training and recruitment scheduling.
- Measurement & Reporting
- Develop and maintain real‑time and historical dashboards (e.g., Power BI) to provide visibility into forecast accuracy, utilization, adherence, and SLA performance.
- Produce scenario ("what-if") analyses to support strategic planning and business continuity decisions.
- Generate ad‑hoc operational and analytical reports to support decision‑making across Workforce, Operations, and Finance.
- Continual Improvement & Governance
- Articulate reasons for forecast variance and recommend changes to enhance accuracy.
- Participate in Service Review Meetings, presenting capacity and performance metrics and recommending improvement actions.
- Support Continual Improvement initiatives by identifying efficiency gains, automation opportunities, or process optimizations.
- Ensure all workforce‑related data and reports adhere to data governance and ITIL service measurement frameworks.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Two years workforce management, or One year trend analysis, or Other relevant industry experience
- Language skills
- Mathematical skills
- Reasoning ability
We embrace a hybrid work model helping you stay connected with your team and aligned with business priorities, while giving you the opportunity to maintain your work‑life balance. Please note that some roles are fully office‑based and are not eligible for hybrid working.
Benefits
Personal performance bonus
Private Health Insurance (including eye care and dental)
Life Assurance
Long Term Disability Insurance
Pension
Significant discount on the world’s best video games
Access to Ubisoft's back catalogue on PC
25 days of holiday
Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: Customer Service
Industries: Entertainment
Workforce Management Analyst in Newcastle upon Tyne employer: Ubisoft
Contact Detail:
Ubisoft Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Management Analyst in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current or former Ubisoft employees on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost our chances.
✨Tip Number 2
Prepare for the interview by diving deep into Ubisoft's games and culture. Show us your passion for gaming and how you can contribute to their mission. Tailor your answers to reflect their values and goals!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more we rehearse, the more confident we'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we often have exclusive tips and resources available there to help you stand out.
We think you need these skills to ace Workforce Management Analyst in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Workforce Management Analyst role. Highlight relevant experience, especially in capacity and performance management, and use keywords from the job description to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for gaming and how your skills align with our mission at Ubisoft. Don’t forget to mention any innovative ideas you have for improving service operations.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, be sure to include examples of how you've used data to drive decisions in previous roles. We love seeing how you can turn numbers into actionable insights!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our amazing team at Ubisoft!
How to prepare for a job interview at Ubisoft
✨Know Your Numbers
As a Workforce Management Analyst, you'll be dealing with data and forecasts. Brush up on your mathematical skills and be ready to discuss how you've used data analysis in previous roles. Prepare examples of how you've developed workload forecasts or capacity models.
✨Understand the Business
Familiarise yourself with Ubisoft's games and their service level expectations. Knowing the company's products and how they align with customer service will show your passion for the role and help you articulate how you can contribute to their success.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems related to capacity management or performance metrics. Practice articulating your thought process and how you would approach these scenarios, as this will demonstrate your analytical skills and strategic thinking.
✨Show Your Collaborative Spirit
This role involves working with various teams, so be prepared to discuss your experience in collaboration. Share examples of how you've partnered with different departments to achieve common goals, especially in terms of improving service delivery and operational excellence.