Event-Based E-Commerce Staffing Strategy
Jul 2018 - Jan 2022
Ubisoft
Supervisor, E-Commerce Operations
Led event-based staffing strategy for Ubisoft E-Commerce support, partnering with CRC leadership and finance to build and validate ticket-volume prediction models for game launches, major sales, game announcements, and other high-demand windows, while coordinating rapid training plans that could ramp new employees in 2-3 weeks without driving attrition.
Worth noting
A few things I would call out
- Partnered with CRC staffing leadership and finance to forecast ticket volumes around launches, major sales, game announcements, and seasonal peaks.
- Built and validated prediction models used to determine when to scale employee headcount up or down.
- Worked with training teams to design 2-3 week ramp plans that prepared new hires for recurring demand windows without increasing attrition.
01 // What was getting in the way
Game launches, major sales, game announcements, and other promotional windows created sharp swings in support volume, but over-hiring hurt efficiency and under-hiring damaged service levels. Ubisoft needed a more reliable way to forecast demand and scale staffing without burning out teams or increasing churn.
02 // What I did
I partnered with CRC staffing teams and finance to turn demand spikes into a more repeatable workforce-planning model.
The work followed three steps:
- Forecast demand using launch calendars, sales events, announcement schedules, seasonal patterns, and prior ticket volume data
- Validate the forecast against real support results so hiring assumptions could be adjusted with actual data
- Align training readiness with short-form 2-3 week onboarding plans timed around recurring demand windows
That combination made staffing decisions less reactive and gave the business a clearer way to scale support without over-hiring.
03 // What changed
Created a repeatable staffing and training model for launches, sales, and major announcement periods.
The model gave Ubisoft:
- more confidence in staffing and hiring decisions
- a clearer path for scaling coverage during demand spikes
- faster employee readiness without materially increasing attrition risk