Workforce Planning Analyst

Nintendo of America Inc.
paid time off, 401(k)
United States, Washington, Redmond
4600 150th Avenue Northeast (Show on map)
Jun 11, 2025
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 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). DESCRIPTION OF DUTIES 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. SUMMARY OF REQUIREMENTS Minimum of three (3) years of experience in workforce management and/or capacity planning preferably in a Contact Center environment. Proficient with MS Excel, including modeling, automation methodologies, and macros. Knowledge of statistics and forecasting methodologies. Knowledge of reporting tools (Tableau) and SQL/MS Access/VBA preferred Strong mathematical, analytical, communication, and organization skills. Experience communicating and presenting findings. Experience working with ambiguity and applying creativity to solve problems. Attention to detail and commitment to data accuracy especially in times of rapid turnaround need. Experience working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Undergraduate degree in Statistics, Finance, MIS or a related field, or equivalent combination of education and experience required. Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role 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 salary range of $69,200 - $110,700 annually, 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. #LI-HYBRID