Home Invites Members Groups Events Careers Videos News Photos Blogs Polls Forums Chat
Home > Career Center > Job Seekers > Job Search
Job Title: Team Leader, Contact Center
Company Name: Nintendo
Location: Redmond, WA
Position Type: Full Time
Post Date: 06/13/2019
Expire Date: 07/30/2019
Job Categories: Arts, Entertainment, and Media, Computers, Software, Information Technology, Internet/E-Commerce, Executive Management, Web Technology
Job Description
Team Leader, Contact Center

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 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.
   
DESCRIPTION OF DUTIES
  • Coaches and mentors contract workers (associates) to ensure quality and effectiveness of consumer interactions
  • Mentors and coaches a team of contract workers who process work primarily on a single tier (Tier 1, Tier 2, Back Office) across various channels (voice, chat, email, or other channels as business changes)
  • Ensures compliance with established processes and procedures
  • Coaches individual performance to ensure effective resolution of consumer interactions, up to but not including disciplinary actions
  • Identifes individual performance trends that increases agent efficiency, consumer satisfaction and brand impact
  • Escalates performance management issues to staffing agency and manager for corrective action
  • Escalates or requests additional training or other interventions that enable a  contract workers to be succcesful in handling consumer interactions.
  • Demonstrates effective consumer handeling techniques
  • Maintains knowledge and skills to effectively handle consumer interactions
  • Identifies intraday workload imbalance, partners with the command center to reallocate resources (surplus or staffing deficiency, project needs)
  • May provide project or customer-facing support as needed
Qualifications & Requirements
SUMMARY OF REQUIREMENTS
  • 3 years’ experience in customer support
  • 1 years in coaching and mentoring
  • Effective communicator including experiences developing and
    delivering clear multi-channel communications
    .
  • Strong typing skills (35 WPM Preferred)
  • Exceptional writing, grammar and punctuation
    skills
  • Knowledge of contact center key performance
    metrics
  • Strong knowledge of the MS suite of products    
  • Maintain reliable attendance according to department
    attendance guidelines
  • High School Diploma or Equivalent

We are an equal opportunity employer of individuals with disabilities and protected veterans....valuing diversity…celebrating strengths.

Share |
Contact Information
Company Name: Nintendo
Website:https://nintendo.taleo.net/careersection/10000/jobdetail.ftl?job=190000002V&lang=en&src=JB-11040
Company Description:

Please visit our employer showcase!
Apply Now | Forward Job to a Friend | More Jobs From This Employer

(Advertise Here)
Who's Online
>> more | invite 
Latest Photos
>> more | add
Most Popular Bloggers
elly moss has logged 62633 blog subscribers!
tanisha laverne grant has logged 51543 blog subscribers!
>> more | add 
Latest Member Activity
bonnie bailey just edited her profile. 03:10PM
bonnie bailey just became a new member. 03:05PM
les martin just became a new member. 06:21PM
victoria sedwick just edited her profile. 03:03PM
victoria sedwick just became a new member. 02:55PM
destiny foreman just edited her profile. 08:22AM
ramatu abdul hamid just became a new member. 10:44AM
taylor moore just became a new member. 12:45AM
jordan bryant just edited her profile. 08:47PM
jordan bryant just became a new member. 08:39PM
jeffrey coleman just became a new member. 01:31PM
janessha strong just posted a photos entitled 'janessha'. 03:01PM
>> more | invite friends