Nespresso CRC Workforce Specialist

Cairo, Egypt

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.

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