CRC Workforce Data Analytics Specialist

Position Snapshot

Location: Linda a Velha (Portugal) 

Company: Nestlé Business Services

Full-time/Hybrid mode 

Fluent in Portuguese & English

About Us 

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. Our team comprises 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, it’s time to consider joining NBS!

Position Summary 

We are currently seeking a Workforce & Data Analytics Specialist at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, being responsible for a team of CRC Coffee Specialist, 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 of… 

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

With relevant functional stakeholders, it jointly predicts the impact that trends and market patterns will have on the CRC workload and subsequent Customer Experience. 

• Oversees established work schedules of CRC Specialists 
• Evaluates and adapts scheduling and work practices to minimize variance between forecasted demand needs and staff availability  
• Maximizes 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).  
• Oversees real-time monitoring and real-time management, transaction allocation and routing to specific locations, queues, and personnel.   
• As the CRC Reporting house owner, it ensures that decision support reports and dashboards are released in collaboration with stakeholder teams.  
• Makes CRC Specialist performance indicators available, allowing Team Leaders to train employees to continually strive for higher performance.  
• The reports tailored numbers including workload trends, personnel requirements, and key performance results for different audiences (CS, TL, Local ManCom, and HQ) to create recommendations.   
• Solves at a first level (phone assistance for operations and phone troubleshooting) and acts as the interface and follows the solution to the next levels   
• Trains, where appropriate, team leaders, managers and trainers on the use of labor planning tools  

What Will Make You Successful

• 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  

What We Offer

At NBS, we prioritize the well-being and professional growth of our team members. Joining NBS 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 and annual bonus based on performance. 
• Meal Allowance Card. 
• 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 (in Linda a Velha). 
• E-learning courses and training programs to help you achieve your career goals. 
• Career progression and opportunities for International Career.