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Sr Forecasting & Planning Analyst, Contact Center

Company: Nintendo
Location: Redmond
Posted on: November 23, 2020

Job Description:

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 more than 4.7 billion video games and more than 740 million 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 Pok--mon. 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.SUMMARY: Responsible forpreparation of effective forecasts of Contact Center volume and staffing requirements.Develops and maintains advanced planningmodels and builds tools and techniques that enhance the quality andaccuracy of forecast across multiple locations and channels (Phone/ Email/Chat/ SMS/Contact Center financial back office operations). Creates orders and approves invoices for contactcenter costing and staffing. Assists in developing strategic long-term andshort-term workforce management plans and preparing budgets and analyzingbudget to actual variances.DESCRIPTION OF DUTIES Develops and maintains sophisticated forecastingand capacity planning models using statistical and Workforce Management(WFM) tools at the daily/monthly/yearly and interval level. Creates, publishes and effectively communicatesresource planning estimates and orders to multiple call center locations. Leads weekly forecast and staffing meetings with flooroperations teams to inform them of the 21-week staffing plan and makesadjustments as needed PreparesKPI reports and analyses in support of contact center workforce planningand budget variances Provides clear,in-depth technical analysis of demand activity, drivers and variances Works with leadership for adjustments to scheduling process andcenter allocation strategy Aligns workforce management practices toachieve key performance objectives (service level, utilization, budget,etc) Performs various ad hoc analyses; formulatesconclusions and presents conclusions to management Provides validation offorecast and budget plans to actual using gap analysis to increaseaccuracy. Advises customer care leadership and businessowners of staffing, call routing, capacity and budgeting considerationsfor strategic decisions and direction Using strongforecasting and technical knowledge, creates system and process improvements to streamline processesand improve efficiencySUMMARY OF REQUIREMENTS Minimum of 5 years of related experience required. Advanced knowledge working in Contact Center Workforce Management (WFM) and capacity planning. Advanced degree of proficiency with MicrosoftExcel. Knowledge of statistics and forecastingmethodologies. Knowledge of SQL/ MS Access Intermediate knowledge of reporting tools(Tableau preferred) Broad experience and understanding of technologies, models andmethodologies related to costing, staffing and forecasting. Experience withdata management, specifically with validating and auditing data and reportsfrom multiple systems Experience communicatingand presenting to senior leadership Experience working with ambiguity and applying creativity to solveproblems Attention to detail and commitment to data accuracy especially intimes of rapid turnaround need Strong mathematical, analytical, communication and organizationskills Experience working on complex issues where analysis of situationsor data requires an in-depth evaluation of variable factors. Undergraduate degree in Statistics, Finance, MIS or a relatedfield, or equivalent. Post-graduate coursework is desirable.We are an equal opportunity employer of individuals with disabilities and protected veteransvaluing diversity---celebrating strengths.

Keywords: Nintendo, Redmond , Sr Forecasting & Planning Analyst, Contact Center, Professions , Redmond, Washington

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