Data Insights Analyst for Nestle Shared Services
Há 6 dias
Nestle Business Services is a vital component of the Nestle Group, providing a wide range of services including supply chain management, financial services, human resources, digital and social media, and consumer engagement. Our team consists of 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, consider joining NBS.
Job SummaryWe are currently seeking a Workforce & Data Analytics Specialist at Nestle Business Services. Reporting to the CRC Nespresso Operations Lead, the successful candidate 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 Nespresso Brand.
A Day in the Life- Supporting the CRC Operational Master Plan through short- and long-term forecast information. Jointly predicting the impact that trends and market patterns will have on the CRC workload and subsequent Customer Experience.
- 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 real-time management, transaction allocation and routing to specific locations, queues, and personnel.
- As the CRC Reporting house owner, ensuring that decision support reports and dashboards are released in collaboration with stakeholder teams.
- University degree or equivalent in commercial or business studies is required.
- More than two years' experience as 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 & in English.
- Strong work ethic and respectfulness required.
- Labor legislation knowledge is required.
The estimated salary for this role is €60,000 per annum, plus benefits such as competitive salary and annual bonus based on performance, flexible working environment, engagement and well-being activities, medical support available at the office, e-learning courses and training programs, career progression and opportunities for International Career.
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