About Nintendo: Nintendo Co., Ltd., headquartered in Kyoto, Japan, has created franchises that have become household names worldwide, including Mario™, Donkey Kong™, The Legend of Zelda™, Metroid™, Pokémon™, Animal Crossing™, Pikmin™ and Splatoon™, through its integrated hardware and software products. Nintendo aims to deliver unique, intuitive entertainment experiences for everyone, manufacturing and marketing video game devices such as the Nintendo Switch™ family of systems, developing and operating applications for smart devices, and collaborating with partners on a range of other entertainment initiatives like visual content and theme parks. Nintendo has sold more than 5.8 billion video games and over 850 million hardware units globally. From the launch of the Nintendo Entertainment System™ more than 30 years ago, through today and into the future, Nintendo’s continuing mission is to create unique entertainment that puts smiles on the faces of people all over the world. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations in the Americas. For more information about Nintendo, please visit the company’s website at https://www.nintendo.com/.
Nintendo is an equal opportunity employer. We offer a welcoming and inclusive environment in service to one another, our products, the diverse consumers we represent, and the communities we call home. We do all of this with kindness, empathy and respect for each other.
DESCRIPTION OF DUTIES:
Mentors and coaches a team of contract workers who process work across various channels (voice, chat,email, SMS, or other channels as business changes).
Ensures compliance with established processes and procedures.
Identifes individual performance trends that increase agent efficiency, consumer satisfaction and brandimpact.
Provides staffing agencies with documentation for performance summaries.
Escalates or requests additional training or other interventions that enable contract workers to besucccesful in handling consumer interactions.
Identifies the talent of contingent workers to move between various channels (voice, chat, SMS, email, Tier3, or other channels as business changes).
Demonstrates effective consumer handling techniques.
Maintains knowledge and skills to effectively handle consumer interactions.
Identifies intraday workload imbalance, partners with the command center to reallocate resources (surplusor staffing deficiency, project needs).
May provide project or customer-facing support as needed.
SUMMARY OF REQUIREMENTS:
3+ years’ experience in customer support.
1+ years in coaching and mentoring.
Effective communicator including experiences developing and delivering clear multi-channel communications.
Strong typing skills (35+ WPM Preferred).
Exceptional writing, grammar and punctuation skills.
Knowledge of contact center key performance metrics.
Strong knowledge of the MS suite of products.
Maintain reliable attendance according to department attendance guidelines.
Bilingual role requires all of the above, plus fluency in Portuguese languages.
Requires advanced skills and expertise in a variety of work processes or activities typically gained through a combination of training and considerable on-the-job experience.
Requires advanced skills and expertise in a range of processes, procedures, systems, or tasks; may require specialized expertise in a specific area to perform the most complex work.
High school diploma or equivalent.
Applicants 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 salary range of $28.13 - $44.95 hourly, 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 Benefits & Perks page for more benefits information.
