This job might no longer be available.

Sr. Workforce Administrator

OVERVIEW:

BioShock, Borderlands, Battleborn, Civilization, Mafia, NBA 2K, WWE 2K, XCOM… and the list is growing. Since 2K began 13 years ago, we’ve been creating games that we are proud of, and are excited to play ourselves. It’s because of the support of our fans that we are able to innovate, explore new worlds and new ways to tell stories. If we’re being 100 percent honest, a lot of us were fans before we started working here.

As one of the most recognized and respected technology companies in the world today, we strive to hire team members who are customer centric, motivated and who have experiences that bring new perspectives to the company. We seek the best talent and provide experiences to foster a fun and engaging atmosphere. We are looking for team members that are not afraid to learn as well as work hard, while having fun at the same time. We offer an extensive benefits package for full-time employees that includes medical, dental, vision, 401k and ESPP.

Our Senior Workforce Administrator will play a key role in the success of our Customer Service Operations. This position is directly responsible for the proactive planning and real-time implementation related to the daily forecasting, scheduling & planning, intra-day monitoring of our volumes, and Customer Service workforce. The right candidate will ensure service level goals and performance measurements are met. Emphasis will be placed on operational efficiency 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 proactive development and strategic implementation of the long-term staff modeling, and resource scheduling. This position reports to the Tech & Insights Manager.

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, taking into account contact volume, headcount requirements, and budget constraints
• Improves, interprets, analyzes, and rates the workforce to reduce overheads and increase customer satisfaction
• Assist with scheduling and process time-off requests
• Provide daily reporting of key operational metrics and Adhoc 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
• Creates criteria for forecast evaluation systems, evaluates the effectiveness of existing and proposed workforce accountable for all recruiting, interviewing, hiring, and training
• Process management requests for modifications to workforce scheduling due to scheduled and unscheduled events (meetings, training, holidays, vacation, service outages, etc.)
• Understand the business process and performance to be measured while partnering with operations leaders to identify process gaps and improvements to be supported by measurement/reporting
• Be the main point of contact with our outsourcing partners when it comes to Customer Service staffing levels
• Contributes to the continuous improvement for our Customer Service frontline teams
• Be a phenomenal teammate and pick up any other adhoc needs for the team success as required

RESPONSIBILITIES

• Experience with Workforce Optimization Software is required
• Experience in scheduling multiple teams in different global locations with various skillsets and languages is required
• Able to effectively communicate a clear vision, goals, and expectations
• Focussed on detail with excellent time management and organization skills
• Able to assess priorities and multi-task to meet overarching goals and objectives
• Love to understand data and trends and an aptitude for technology
• Build and maintain a working relationship with internal business partners across the organization and external contacts
• Experience with Tymeshift a plus

RESPONSIBILITIES

• Associate’s or Bachelor’s degree or equivalent experience
• Located in or relocate to Las Vegas, NV
• Must have an ability to think strategically, objectively, and effectively to translate data into meaningful insights/strategies
• Excellent communication and interpersonal skills; ability to articulate thoughts and ideas clearly and concisely
• A self-starter 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
• Take initiative within a fast-paced, changing environment and keep pace with time driven tasks
• Receive and take action on feedback and lessons learned for continuous professional improvement and development
• Prolonged periods of sitting, standing, working at a computer, walking to different floors, attending meetings, and participating in events
• Must be able to lift up to 20 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.