Team Leader, Contact Center, Bilingual (Spanish / English)

Nintendo Redmond, WA
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 4.5 billion video games and more than 710 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

* Mentors and coaches a team of contract workers who processwork primarily on a single tier (Tier 1, Tier 2, Back Office) across variouschannels (voice, chat, email, or other channels as business changes)

* Ensures compliance withestablished processes and procedures

* Coaches individual performanceto ensure effective resolution of consumer interactions, up to but notincluding disciplinary actions

* Identifes individual performancetrends that increases agent efficiency, consumer satisfaction and brand impact

* Escalates performancemanagement issues to staffing agency and manager for corrective action

* Escalates or requests additionaltraining or other interventions that enable a contract workers to be succcesful in handling consumer interactions.

* Demonstrates effectiveconsumer handeling techniques

* Maintains knowledge andskills to effectively handle consumer interactions

* Identifies intradayworkload imbalance, partners with the command center to reallocate resources(surplus or staffing deficiency, project needs)

* May provide project orcustomer-facing support as needed

SUMMARY OF REQUIREMENTS

* 3 years' experience in customer support

* 1 years in coaching and mentoring

* Native-Level fluency Spanish

* Effective communicator including experiences developing anddelivering clear multi-channel communications.

* Strong typing skills (35 WPM Preferred)

* Exceptional writing, grammar and punctuationskills

* Knowledge of contact center key performancemetrics

* Strong knowledge of the MS suite of products

* Maintain reliable attendance according to departmentattendance guidelines

* High SchoolDiploma or Equivalent

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