Nintendo of America Inc.About Nintendo of America: From the launch of the Nintendo Entertainment System™ more than 30 years ago, Nintendo’s mission has been to create smiles through unique entertainment experiences. Here at Nintendo of America Inc., we deliver on this mission by partnering closely with Nintendo Co., Ltd., to bring Nintendo’s iconic and cherished franchises including Mario™, Donkey Kong™, The Legend of Zelda™, Metroid™, Animal Crossing™, Pikmin™ and Splatoon™ across the Americas through our video games, hardware systems, and collaborations with partners on a range of other entertainment initiatives like feature films and theme parks.Based in Redmond, Wash., Nintendo of America serves as headquarters for Nintendo’s operations in the Americas. We are an equal opportunity employer offering a welcoming and inclusive environment in service to one another, our products, and the diverse consumers and communities we call home. For more information about Nintendo, please visit the company’s website at .DESCRIPTION OF DUTIES:
Partners with leadership teams to ensure short- and long-term staffing needs are met, and schedules achieve operational targets.
Documents trends and performs root cause analysis when KPI targets are not met, recommending solutions that improve performance.Anticipates and plans mitigation for issues that may impact service levels.Proactively communicates alerts and incidents, ensuring the appropriate resources are working to resolve the issue(s).Monitors and evaluates team metrics and recommends actions as necessary.Ensures all staffing and incident training materials are current and thorough.QualificationsSUMMARY OF REQUIREMENTS:Minimum of three (3) years of Contact Center experienceMinimum of two (2) years of scheduling and/or workforce management experience preferredFamiliarity with contact center operations and a variety of workforce management concepts, software, and best practicesStrong analytical skills/ability to identify root-causesExcellent written and verbal communication skillsStrong knowledge of the MS suite of productsBA in Business, Communications or related experience preferred, AA degree or equivalent combination of education and experience requiredApplicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role.This position is hybrid in Redmond, WA. Hybrid positions require regular onsite work following the schedule and guidelines for their division. This position is not open to fully remote status at this time.This position includes a base pay range of $27.31 - $38.22 per hour, potential for a semi-annual discretionary performance bonus, and a comprehensive benefits package that includes medical, dental, vision, 401(k), and paid time off. Please see our for more benefits information.#LI-Hybrid
