Workforce Optimization Specialist for Nestlé Business Services

3 semanas atrás


Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro

Nestlé Business Services plays a vital role within the Nestlé Group, providing Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement services. Our team consists of diverse professionals passionate about digital innovation and dedicated to driving continuous process improvement.

About This Opportunity

We are seeking an experienced Workforce & Data Analytics Specialist at Nestlé Business Services. As a key member of our team, you will report to the CRC Nespresso Operations Lead and be responsible for supporting a team of CRC Coffee Specialists. Your primary goal will be to help the CRC successfully achieve performance targets and optimize resource usage, ensuring sustainable, cost-efficient operations focused on best customer satisfaction for the Nespresso Brand.

Responsibilities
  • Support the CRC Operational Master Plan through short- and long-term forecast information.
  • Jointly predict the impact that trends and market patterns will have on the CRC workload and subsequent Customer Experience with relevant functional stakeholders.
  • Oversee established work schedules of CRC Specialists, adapting scheduling and work practices to minimize variance between forecasted demand needs and staff availability.
  • Maximize the work schedule for internal resources by implementing processes and practices to facilitate the working conditions of CRC Specialists.
Requirements

To be successful in this role, you should possess:

  • 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 similar).
  • Domain in case management and knowledge management systems as an asset.
  • Analytics skills & clear communication skills (including telephone and written communication).
  • Experience with Corrective Actions and Continuous Improvement Process.
  • Coaching training.
  • Proficiency in Microsoft Office (Outlook, PowerPoint, Excel...).
  • Experience in Budget Management.
  • Proficiency in Portuguese and English.
  • Strong work ethic and respectfulness required.
  • Knowledge of labor legislation is required.
What We Offer

Nestlé Sa prioritizes the well-being and professional growth of its team members. Joining us will provide you with:

  • Development of expertise in Nestlé's Shared Services Business.
  • Immersion in a culturally diverse team.
  • Local and International Exposure.
  • Flexible working environment.
  • Engagement and well-being activities.
  • Competitive salary: $80,000 - $100,000 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 (and good 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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