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:
Partners with Workforce Management team and Floor Operations leadership to ensure weekly schedules for Associates meet Productive Hour needs and are tailored, where possible, to meet the employees’ preferences.
Documents trends and perform root cause analysis when KPI targets are not met, recommending solutions that improve performance.
Collaborates with Workforce Planning Analyst and Staffing Agencies to ensure long-term staffing needs are met while ensuring short-term coverage is optimized.
Participates in planning sessions with Forecasting team to ensure understanding of long-term plans/needs.
Proactively communicates trends and concerns with Floor Operations leadership.
Stays current with industry trends, evolves scheduling model in accordance with industry best practices.
Provides backup assistance to Timekeeping Administrator (approving timecards, editing punches, etc.).
May provide project or customer-facing support as needed
SUMMARY OF REQUIREMENTS:
3+ years of contact center experience required
1+ year of Contact Center scheduling experience preferred
Previous experience with Workforce Management/Workforce Optimization software preferred.
Familiarity with a variety of workforce management concepts, practices, and procedures required.
BA in Business, Communications or related field preferred, AA degree or equivalent combination of education and experience required
First Aid and CPR certification preferred
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 $20.81 - $31.22 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 Benefits & Perks page for more benefits information. Fixed term employees are eligible for all listed employee benefits except tuition reimbursement.