Crc Workforce Data Analytics Specialist

3 semanas atrás

Lisboa, Portugal Nestlé Sa Tempo inteiro

.Nestlé Business Services (NBS) plays a pivotal role within the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement services to facilitate Nestlé's engagement with millions of consumers worldwide. Our team comprises diverse and multicultural professionals who are passionate about digital innovation and dedicated to driving continuous process improvement. We are seeking individuals who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset, and who thrive in a fast-paced, dynamic environment. If this resonates with you and you are looking to join a business where you can truly add value, it's time to consider joining NBSPosition SummaryWe are currently seeking a Workforce & Data Analytics Specialist at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, this role is responsible for a team of CRC Coffee Specialists, supporting the CRC to successfully achieve performance targets and optimize resource usage, driving sustainable, cost-efficient operations focused on best customer satisfaction for the Nespresso Brand.A Day in the Life of...Supporting the CRC Operational Master Plan through short- and long-term forecast information.With relevant functional stakeholders, it jointly predicts the impact that trends and market patterns will have on the CRC workload and subsequent Customer Experience.Oversees established work schedules of CRC Specialists.Evaluates and adapts scheduling and work practices to minimize variance between forecasted demand needs and staff availability.Maximizes the work schedule for internal resources by implementing processes and practices to facilitate the working conditions of CRC Specialists, in full respect of business bets (e.G. shift exchange process between CRC Specialists).Oversees real-time monitoring and real-time management, transaction allocation, and routing to specific locations, queues, and personnel.As the CRC Reporting house owner, ensures that decision support reports and dashboards are released in collaboration with stakeholder teams.Makes CRC Specialist performance indicators available, allowing Team Leaders to train employees to continually strive for higher performance.Tailors reports including workload trends, personnel requirements, and key performance results for different audiences (CS, TL, Local ManCom, and HQ) to create recommendations.Provides first-level support (phone assistance for operations and phone troubleshooting) and acts as the interface, following the solution to the next levels.Trains, where appropriate, team leaders, managers, and trainers on the use of labor planning tools.What Will Make You SuccessfulUniversity degree or equivalent in commercial or business studies is required.More than two years' experience as a Workforce Manager (mandatory).Qualifications in CRC and/or IT environment related to telephony, programming, and/or contact flow management

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