Workforce Planning Analyst
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About The Position
Nintendo of America Inc. is seeking a candidate to develop and maintain forecasting and capacity planning models using statistical and Workforce Management (WFM) tools at the daily, monthly, yearly, and interval level. The role involves creating, publishing, and effectively communicating resource planning estimates and orders to multiple call center locations. The candidate will prepare KPI reports and analyses in support of contact center workforce planning and budget variances, providing clear, in-depth technical analysis of demand activity, drivers, and variances. Additionally, the candidate will align workforce management practices to achieve key performance objectives such as service level, utilization, and budget. The position also requires advising customer care leadership and business owners on staffing, call routing, capacity, and budgeting considerations for strategic decisions and direction.
