Data Analytics Operations Manager

2 semanas atrás

Lisboa, Lisboa, Portugal Phiture Tempo inteiro

**About Us**

Nestlž Business Services (NBS) plays a pivotal role within the Nestlž Group, providing supply chain, financial, HR, digital & social media, and consumer engagement services to facilitate Nestlž’s interaction 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.

**Job Summary**

We are seeking an experienced Workforce & Data Analytics Specialist to join our team at Nestlž Business Services. Reporting to the CRC Nespresso Operations Lead, you will be responsible for overseeing a team of CRC Coffee Specialists, supporting the CRC in achieving performance targets and optimizing resource usage, driving sustainable, cost-efficient operations focused on delivering exceptional customer satisfaction for the Nespresso Brand.

**Key Responsibilities**

• Supporting the CRC Operational Master Plan through short- and long-term forecast information.

• Jointly predicting the impact of trends and market patterns on the CRC workload and subsequent Customer Experience with relevant functional stakeholders.

• Overseeing established work schedules of CRC Specialists.

• Evaluating and adapting scheduling and work practices to minimize variance between forecasted demand needs and staff availability.

• Maximizing 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).

• Overseeing real-time monitoring and management, transaction allocation, and routing to specific locations, queues, and personnel.

• Ensuring that decision support reports and dashboards are released in collaboration with stakeholder teams as the CRC Reporting house owner.

• Making CRC Specialist performance indicators available, allowing Team Leaders to train employees to continually strive for higher performance.

• Tailoring reports to include workload trends, personnel requirements, and key performance results for different audiences (CS, TL, Local ManCom, and HQ) to create recommendations.

• Solving at a first level (phone assistance for operations and phone troubleshooting) and acting as the interface to follow the solution to the next levels.

• Training, where appropriate, team leaders, managers, and trainers on the use of labor planning tools.

**Requirements**

To succeed in this role, you should have:

• A university degree or equivalent in commercial or business studies.

• 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.

• Domain in telephony systems (Genesys or other similar).

• Domain in case management, knowledge management systems as an asset.

• Analytics skills & clear communication skills (including telephone, written label).

• Experience with Corrective Actions and Continuous Improvement Process.

• Coaching training.

• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...).

• Experience of Budget Management.

• Proficiency in Portuguese & English.

• Strong work ethic and respectfulness required.

• Labor legislation knowledge is required.

**What We Offer**

As a Workforce & Data Analytics Specialist at Nestlž Business Services, you can expect:

• Development of expertise in Nestlž’s Shared Services Business.

• Immersion in a culturally diverse team.

• Local and International Exposure.

• Flexible working environment.

• Engagement and well-being activities.

• Competitive salary: € 50,000 - € 65,000 per year.

• Annual bonus based on performance.

• Meal Allowance Card.

• Flex Benefits - Choose benefits that suit you best.

• Membership in the Nestlž Club with discounts at several partners.

• Free coffee (and good coffee) at the office.

• Company equipment tailored to professional needs.

• Medical Support available at the Office (in Linda a Velha).

• E-learning courses and training programs to help you achieve your career goals.

• Career progression and opportunities for International Career.

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