Do you love coffee? Do you care about sustainability? At Nespresso we place our customers, coffee and sustainability at the heart of what we do, inspiring an engaging and meaningful place to work. We are seeking passionate, enthusiastic, and creative analyst that will be able to provide advanced analytics and operational support that will drive efficiency, customer experience, and sales results for Nespresso’s operation in the Center of Excellence.
This operation includes schedule optimization, business forecasting, reporting, capacity planning, real-time management and performance monitoring. This scope includes supporting both internal staff and strong collaboration with our external outsourcing partner.
Planning & Forecasting:
Manage operational efficiency data to deliver desired workforce results and align workforce capacity and capability with longer-term business strategies. Create and continually improve resource management, sales and customer experience analytics, and report delivery.
Works with WFM team members to optimizes resources based upon business volumes and parameters.
Leads the gathering and analyzing of data during the shift bid process. Including the production and distribution of the shift/holiday bids.
Ensure that key metrics are met by monitoring and making adjustments as needed based on active forecasts.
Partners with outsourcing manager & external outsourcer leadership on planning for the contact center outsourcing partner. This includes managing intraday and after hours call routing to the outsourcing partner. Providing call forecasts to the outsourcing partner in compliance with contractual requirements.
Manages the gathering of all needed data points for the capacity planning tool on a monthly/quarterly basis.
Analysis & Communication
Analyze and report on business volumes and parameters for a multi skilled environment; creating resource allocations that allow the center to meet its service level commitments, sales, and budgetary goals.
Create, modify, and enhance reporting methodologies to enhance efficiency & productivity within the department.
Present statistics, ideas, solutions and challenges at leadership meetings.
Participate in regular meetings with call center management and outsourcing partner to identify trends and present solutions.
Manage the reporting strategy and processes.
Bi-weekly reconciliation and approval of timecards for payroll processing support
High School Diploma or GED, required
Bachelors degree in Finance, Mathematics or Economics, preferred
1-3 years analytical experience in customer centric environment or customer centric company, required
1-3 years of varying business system experience in which analytics where drawn out from, required
Preferred experience in Power BI and Cognos systems