Job Title: Team Leader, Contact Center, Bilingual (French/English)
Arts, Entertainment, and Media, Computers, Software, Information Technology, Internet/E-Commerce, Executive Management, Web Technology
Team Leader, Contact Center, Bilingual (French/English)
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 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.