Workforce Planning Analyst

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 Pokemon. 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.

Responsible for preparation of effective forecasts of Contact Center volume and staffing requirements. Develops and maintains planning models and builds tools and techniques that enhance the quality and accuracy of forecast across multiple locations and channels (Phone/ Email/ Chat/ SMS/Contact Center financial back office operations).

• Develops and maintains forecasting and capacity planning models using statistical and Workforce Management (WFM) tools at the daily/monthly/yearly and interval level.
• Creates, publishes and effectively communicates resource planning estimates and orders to multiple call center locations.
• Prepares KPI reports and analyses in support of contact center workforce planning and budget variances.
• Provides clear, in-depth technical analysis of demand activity, drivers and variances.
• Aligns workforce management practices to achieve key performance objectives (service level, utilization, budget, etc.).
• Advises customer care leadership and business owners of staffing, call routing, capacity and budgeting considerations for strategic decisions and direction.