Nespresso CRC Workforce Specialist

Main Purpose of the Job

• Ensure that service level goals for Customer Relationship Center (CRC) activities are met through optimized scheduling and real-time monitoring of resources to complete CRC operations.
• Efficiently schedule and manage workloads while responding to intraday changes and monitoring staff activities.
• Oversee day-to-day planning and deployment of staff, ensuring optimal staffing levels are maintained to meet service levels and deliver excellent customer service.

Key Outputs / Deliverables

Customer Experience

• Understand customers and their specific needs.

Coffee Expertise & Experience

• Engage confidently in conversations with colleagues, peers, and external partners regarding Nespresso's business vision, products, services, and sustainability commitments.

Sales

• Report events throughout the year to drive service and sales, while keeping agents engaged through creative activities that support initiatives.

Operations Excellence

Long and Short Term Forecasting

• Analyze historical data to develop reliable long and short-term forecasts for transaction volumes, handling times, and shrinkage based on the mix of contact types (voice and digital, inbound and outbound, multi-contact handling, etc.).
• Provide input on structural topics (e.g., operational preparation, recruitment, facilities management, organization) and a 3-5 year outsourcing strategy.

Capacity Planning

• Develop capacity plans using appropriate demand requirement calculations by channel and transaction type to determine the number of staff required to handle predicted transaction volumes.
• Ensure timely planning for CRC Specialists and productivity planning for Team Leaders.

Scheduling

• Establish work schedules for Coffee Specialists at relevant intervals to meet service level targets while maximizing resource utilization in compliance with HR and local legal requirements.
• Evaluate and adapt scheduling and work practices to minimize variation between forecasted demand and staff availability.
• Maximize work schedules for internal resources by implementing processes that improve the working conditions of Coffee Specialists, fully respecting business needs (e.g., shift swap processes).
• Update the Teleopti/Workforce Management database to ensure that scheduling aligns with the latest forecasts.
• Control, validate, and administer amendments and absences for CRC Specialists in Teleopti/Workforce Management.

Live Monitoring, Real-Time Management & Transaction Allocation

• Perform live monitoring and real-time management by fine-tuning workload allocation between in-house and outsourced operations.
• Anticipate both underperformance and overperformance situations and take necessary actions to address priorities.
• Act as the primary contact for queries related to planning and real-time management.
• Allocate and route transactions to specific sites, queues, and staff.
• Monitor overall network and site-level performance in real-time within a shared queue environment.
• Understand key sales and customer experience KPIs and integrate them into daily operations.
• Monitor intraday absences and activities, review planned activities, and reconcile short-term absences.
• Ensure accurate documentation of absences and activities in the Workforce tool, regularly coordinating with the outsourcing manager regarding intraday call volume distribution.
• Make necessary changes in AVAYA ASA to skills/queues based on business needs.

Reporting & Business Intelligence

• As the owner of the CRC reporting framework, ensure decision-support reports and dashboards are released in collaboration with stakeholder teams.
• Make performance indicators for CRC Specialists available, enabling Team Leaders to coach employees towards continuous improvement in performance.
• Report adapted figures, including workload trends, staffing requirements, and key performance results to various audiences (CS, TL, Local Management Committee, and HQ) to build recommendations.
• Prepare clear reports on a regular basis (monthly, weekly, and daily) to monitor results and establish a catalog of reports to ensure service indicators are maintained at optimal levels.
• Analyze 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 improve efficiency and productivity within the department.
• Present statistics, ideas, solutions, and challenges at leadership meetings, effectively communicating the narrative through data.
• Participate in regular meetings with call center management and outsourcing partners to identify trends and propose solutions.
• Develop recommendations and effectively articulate strategies to stakeholders.
• Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators aligned with long-term workforce needs.
• Analyze and review the cost of goods sold, including cost center analysis, variance analysis, and forecasts for all categories of sales costs.
• Create models, analyses, and business cases to evaluate new business opportunities and support the execution of strategic initiatives.

Business Continuity & Managing IT Services

• Play a key role in implementing the Business Continuity Plan (BCP) and ensure business continuity through effective BCP execution with relevant stakeholders.
• Ensure all necessary materials are provided to Coffee Specialists (e.g., hardware, phones, headsets).
• Identify and report IT or telephony issues and coordinate system backups/outages with IT to minimize customer impact.
• Provide first-level troubleshooting for telephony assistance and act as an interface to follow up on issues requiring escalation.
• Train team leaders, managers, and trainers on the use of workforce planning tools.

Required Skills & Knowledge

• Bachelor's degree or equivalent in commercial or business studies or a related field.
• Minimum of 2 years of experience in customer experience.
• Excellent communication and project management skills.
• Proficiency in computer systems and Microsoft Suite applications (including Word, Excel, and PowerPoint).
• Experience with workforce management, forecasting, scheduling, and reporting tools.
• Qualifications in CRC and/or IT environments related to telephony, scheduling, and/or contact flow management are preferred.