Workforce Management Lead – Redmond, WA – Nintendo of America

• 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.

• 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.

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