Workforce Management Administrator

Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of world-class games across multiple platforms, include Visual Concepts, Firaxis, Cat Daddy, Cloud Chamber, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, problem solvers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, Battleborn, BioShock, Borderlands, The Darkness, Mafia, Sid Meier’s Civilization, WWE 2K, and XCOM.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We are dedicated to diversity and inclusion, and want our community of candidates to reflect this commitment. We encourage all qualified applicants to explore our global positions.

2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO).

SUMMARY: This position is responsible for forecasting, scheduling & planning, intra-day monitoring of ticket volumes.  Emphasis will be placed on operational efficiencies in workforce planning while developing forecasts and staffing/capacity requirements, which translate to scheduling and real-time management to support the teams and units within the Customer Service Operations. This role will also be accountable for daily operational metrics reporting, the development and strategic implementation of the long-term staff modeling, and resource scheduling.

JOB RESPONSIBILITIES:

• Use Workforce Optimization software to improve efficiency and maintain optimal staffing levels for our internal 2K Customer Service teams and outsourcing partners
• Forecast staffing needs, considering contact volumes, headcount requirements, and budget constraints
• Provide daily reporting of key operational metrics and ad hoc agent performance analytics as required
• Actively leads and facilitates discussions, partnering with Customer Service Operations Leaders to optimize both forecast and performance capabilities as well as opportunities to optimize the workforce
• Provides proactive analysis, presentations, and strategic recommendations for driving business improvements to 2K's Customer Service management team
• Work collaboratively with the management, and people operations teams to ensure that all departments are abiding by 2K's Customer Service standards
• Be the main point of contact with our outsourcing partners when it comes to Customer Service staffing levels
• Be a phenomenal teammate and pick up any other ad hoc needs for the team success as required  
   

KNOWLEDGE AND SKILLS:

• Experience in a workforce management role in a multi-channel call/contact center environment
• Excellent planning, organization, communication (written/verbal), and interpersonal skills
• Ability to successfully interact with internal peers and management as well as vendors and outside agencies
• Ability to manage time well, keeping several projects going at the same time while actively managing and anticipating deadlines
• Must have the ability to think strategically, objectively, and effectively to translate data into meaningful insights/strategies
• An initiative-taker with a proven record of success in completing key objectives and business initiatives
• Proactively identify issues and opportunities, then take/recommend actions appropriately and timely
• Strong creative problem solving, business judgment, and financial acumen are required
• Able to adapt and succeed through ambiguity and competing priorities and take initiative within a fast-paced, changing environment and keep pace with time driven tasks
• Receive and act on feedback and lessons learned for continuous professional improvement and development
• Able to effectively communicate a sharp vision, goals, and expectations focused on detail with excellent time management and organizational skills
• Knowledge of Zendesk or similar helpdesk/ticketing system software a plus
• Proficiency in Microsoft Office applications

 QUALIFICATIONS:

• Associate's or Bachelor's degree or equivalent experience
• Experience with Workforce Optimization Software is required.
• Experience in scheduling multiple teams in different global locations with various skillsets and languages is required
• Prolonged periods of sitting, standing, working at a computer, walking to different floors, attending meetings, and participating in events
• Must be able to lift to twenty pounds at times assisted or unassisted

Please note that 2K Games and its studios never uses instant messaging apps or personal email accounts to contact prospective employees or conduct interviews and when emailing, only use 2K.com accounts.

As an equal opportunity employer, we are committed to ensuring that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform their essential job functions, and to receive other benefits and privileges of employment. Please contact us if you need reasonable accommodation.