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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 Nintendo Switch™ system and the Nintendo 3DS™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System™, Nintendo has sold billions of video games and hundreds of millions of hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™ family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™, Wii™, and Wii U™ 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 Americas. For more information about Nintendo, please visit the company’s website at http://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

Responsible for long-term contact center headcount planning, tracking of attrition and shrinkage, and creating training class schedules to ensure that staffing levels are appropriate and within budget constraints

  • Build sophisticated models of contact center agent headcount for multi channel (phone, chat, email, and ticket), multi-lingual, and multi-skilled teams

  • Work closely with forecasting and resource planning analysts to create long term staffing needs at first party and third party (partner) contact centers

  • Automate staffing data required for new tools, variance reporting and analysis by working collaboratively with BI and other planning analysts

  • Create models to plan and optimize co-employment staffing requirements of associates by working with staffing agencies, WFM specialists and internal Tech team

  • Present in weekly staffing meetings to inform Operations and Technology managers of the 21 week staffing plan, and adjust plan based on their needs.

  • Provide variance to budget and current plan explanation by conducting regular root cause analysis of SLA, staffing, and other relevant metrics to drive process improvements.

  • Participate in budget creation process twice a year and convert the forecasts into long term schedules to optimize staffing, cost, and training.

  • Incorporate approved discretionary activities such as non-contact project work into headcount models.

  • Participate in regular meetings with partner centers to share best practices around long term scheduling.

  • Measure and analyze key data to ensure that trends are understood and proactively highlighted to aid decision making and to enhance service delivery

SUMMARY OF REQUIREMENTS

  • Five or more years of experience in contact center workforce management concepts, practices, and metrics.

  • Experience in building and analyzing models using various statistical tools for forecasting and staffing optimization

  • Experience with WFM platforms such as Calabrio and Aspect

  • Experience working with staffing agencies

  • Advanced level of proficiency in Microsoft Excel

  • Familiarity with data querying and manipulation via SQL

  • Ability to interact with and influence all levels from individual contributors to executives

  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of stakeholders in a diverse environment

  • Experience with, and comprehension of, call center demand forecasting preferred

  • Strong mathematical, analytical, communication and organization skills.

  • Impeccable attention to detail and ability to work with cross functional teams

  • Bachelors degree or higher in business analytics, mathematics, finance or other quantitative field

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