Data Analytics Team Lead

Há 7 dias

Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro

At Nestlé Business Services, we play a vital role within the Nestlé Group. Our services encompass Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement, enabling Nestlé's engagement with millions of consumers worldwide. A diverse team of professionals passionate about digital innovation drives continuous process improvement.

We seek individuals who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset, and thrive in a fast-paced, dynamic environment. If this resonates with you and you're looking to join a business where you can add value, it's time to consider joining NBS.

Job Summary

We currently seek a Workforce & Data Analytics Specialist at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, you will be 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...
  • You will support the CRC Operational Master Plan through short- and long-term forecast information.
  • You will jointly predict the impact that trends and market patterns will have on the CRC workload and subsequent Customer Experience with relevant functional stakeholders.
  • You will oversee established work schedules of CRC Specialists.
  • You will evaluate and adapt scheduling and work practices to minimize variance between forecasted demand needs and staff availability.
  • You will maximize 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.
  • You will oversee real-time monitoring and management, transaction allocation and routing to specific locations, queues, and personnel.
  • You will ensure that decision support reports and dashboards are released in collaboration with stakeholder teams.
  • You will make CRC Specialist performance indicators available, allowing Team Leaders to train employees to continually strive for higher performance.
  • You will create tailored reports including workload trends, personnel requirements, and key performance results for different audiences (CS, TL, Local ManCom, and HQ) to create recommendations.
  • You will solve first-level issues (phone assistance for operations and phone troubleshooting) and act as the interface to follow the solution to the next levels.
What Will Make You Successful
  • You require a University degree or equivalent in commercial or business studies.
  • You must have more than two years' experience as a Workforce Manager.
  • Certifications in CRC and/or IT environment related to telephony, programming, and/or contact flow management are desired.
  • You should possess knowledge of telephony systems (Genesys or other similar).
  • Familiarity with case management and knowledge management systems is an asset.
  • Strong analytics skills & clear communication skills (including telephone and written communication) are necessary.
  • Experience with Corrective Actions and Continuous Improvement Processes is required.
  • You should have coaching experience.
  • Proficiency in Microsoft Office (Outlook, PowerPoint, Excel...) is essential.
  • Experience in Budget Management is desirable.
  • Proficiency in Portuguese & English is required.
  • A strong work ethic and respectfulness are expected.
  • Knowledge of labor legislation is mandatory.
What We Offer

At NBS, we prioritize the well-being and professional growth of our team members. Joining NBS provides:

  • Development of expertise in Nestlé's Shared Services Business.
  • Immersive experiences in a culturally diverse team.
  • Local and International Exposure.
  • A flexible working environment.
  • Engagement and well-being activities.
  • A competitive salary: $70,000 - $80,000 per year.
  • Annual bonus based on performance.
  • Flex Benefits - Choose benefits that suit you best.
  • Membership in the Nestlé Club with discounts at several partners.
  • Free coffee at the office.
  • Company equipment tailored to professional needs.
  • Medical Support available at the Office.
  • E-learning courses and training programs to help you achieve your career goals.
  • Career progression and opportunities for International Career.

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