Workforce Management Lead – Redmond, WA – Nintendo of America

Workforce Management Lead – Redmond, WA – Nintendo of America

Posted On: 4-7-2016
Position Title: Workforce Management Lead  (160000000V)
Job Location: Redmond, WA
Apply onlinehttps://nintendo.taleo.net/careersection/jobdetail.ftl?job=160000000V&lang=en

Nintendo of America Inc.
 
The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Wii U and Wii home consoles, and Nintendo 3DS and Nintendo DS families of portable systems. Since 1983, when it launched the Nintendo Entertainment System, Nintendo has sold more than 4.3 billion video games and more than 686 million hardware units globally, including the current-generation Wii U, Nintendo 3DS and Nintendo 3DS XL, as well as the Game Boy, Game Boy Advance, Nintendo DS, Nintendo DSi and Nintendo DSi XL, Super NES, Nintendo 64, Nintendo GameCube and Wii systems. It has also created industry icons that have become well-known, household names such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Western Hemisphere. For more information about Nintendo, please visit the company’s website at http://www.nintendo.com.

   

DESCRIPTION OF DUTIES
  • Manages the distribution of work and schedules to contact center representatives and partners. Manages weekly, monthly and intraday staffing changes to achieve contact center key performance metrics.
  • Responsible for workforce planning, for all contact channels, at all centers, including recommending adjustments to the productive hour order.
  • Works closely with forecasting group, partner centers, and inter-departmental groups to optimize staffing and scheduling.
  • Responsible for long-term planning for both contact handling work as well as non-contact handling project work, tracking of attrition and shrinkage, and recommending training to ensure that staffing levels are appropriate.
  • Manages daily and real-time staffing adjustments and takes appropriate action to meet service level goals and maximize efficiencies.
  • Identifies new schedule methods, strategies and opportunities to improve efficiency and reduce cost.
  • Leads weekly staffing meetings with stakeholders, to inform them of the 21 week staffing plan and adjusts plan based on their needs.
  • Manages proactive approval and denial of discretionary activities, such as non-contact project work, training, and meetings to mitigate service level impact.
  • Ensures Associate work hours are accurate, schedules are adhered to and align with employees scheduled hours.
  • Provides backup assistance to the Timekeeping Administrator (approving timecards, editing punches, etc. when the Timekeeper is unavailable).
  • May lead and direct the work of others. Assists with complex projects as required.
SUMMARY OF REQUIREMENTS
  • Three or more years of experience in customer support, technical support, or related field.
  • Previous experience with ACD (Automatic Call Display) reporting required.
  • Previous experience with Workforce Management/Workforce Optimization software preferred.
  • Knowledge of contact center fundamentals including key performance metrics required.
  • Advanced level Excel knowledge required to assist in creation and customization of scheduling tools.
  • Familiar with a variety of workforce management concepts, practices, and procedures.
  • Ability to document procedures and create workflows.
  • Strong mathematical, analytical, communication and organization skills.
  • BA in Business, Communications or related field preferred, AA degree or equivalent combination of education and experience required.
  • First Aid and CPR certification preferred.
  • Ability to manage complex situations quickly in a fluid work environment.
  • Ability to communicate effectively and work collaboratively with all levels of management.
  • Excellent written and verbal communication skills.
  • Ability to recognize and qualify issues using analytical problem solving skills and linear/logical troubleshooting skills.
  • Strong analytical skills, attention to detail and accuracy.
  • Demonstrated ability to follow through on commitments and protect confidential information. 
  • Schedule flexibility may be required to meet business needs, including variation in shifts and holidays.
 
We are an equal opportunity employer of individuals with disabilities and protected veterans….valuing diversity…celebrating strengths.

Job: Customer Service
Primary Location: WA-Redmond
Organization: Nintendo of America Inc.
Schedule: Full-time
Number of Openings: 1
Work Days: M-F
Hours/Week: 40
Salary: DOE

About us: We are an equal opportunity employer valuing diversity…celebrating strengths.