Workforce Optimization Specialist

Há 1 mês


Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

Company Overview

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.

Salary

The estimated annual salary for this position is approximately €45,000 - €60,000 depending on experience.

Job Description

We are seeking a Workforce Optimization Specialist to support the CRC Nespresso Operations Lead in achieving performance targets and optimizing resource usage. The successful candidate will drive sustainable, cost-efficient operations focused on best customer satisfaction for Nespresso Brand.

A Day in the Life of...

  • 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 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.
  • Overseeing real-time monitoring and real-time 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.
  • Making CRC Specialist performance indicators available, allowing Team Leaders to train employees to continually strive for higher performance.
  • Solving at a first level (phone assistance for operations and phone troubleshooting) and acting as the interface and following the solution to the next levels.
  • Training, where appropriate, team leaders, managers and trainers on the use of labor planning tools.

Required Skills and Qualifications

• 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.

Benefits

Please note that benefits may vary depending on the company policies.



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