Workforce Management

Location: Singapore / Malaysia /Thailand (flexible based on candidate's location)

Company: Nestle Nespresso

Type of contract: Permanent

Nestlé Nespresso International

Nestlé Nespresso has been one of the most successful operating unit of the Nestlé Group, the world's leading food, beverage, nutrition and wellness company. 

It has pioneered the portioned coffee market to provide premium coffees and related products/services, both in-home and out-of-home. 

While benefiting from Nestlé's expertise, Nestlé Nespresso is a strategic business unit, with its unique business model, having the end-to-end responsibility from coffee sourcing to marketing, delivering premium coffee products and services to the end-consumer through its diverse sales channels (Retail, e-Commerce, contact center). Find out more about us on  .

As a Workforce Management & Reporting Specialist supporting South East Asia (SEA) region, you will support the Customer Relationship Centre (CRC) in markets across the region to successfully meet its performance targets while optimizing the utilization of resources to drive sustainable and cost efficient operations and to ensure best in class customer service levels. Your key responsibilities include forecasting, planning, and optimizing contact center resources to ensure efficient operations, high service levels, and data-driven decision-making through workforce analytics and reporting.

What will be your key responsibilities..

1. Build and Master the long & short-term CRC workload forecast

• Anticipate the workload evolution with at least 1 year perspective through analyses of trends & patterns
• Provide resource & workload inputs to market CRC managers for structuring topics: operational planning preparation, recruitment, facilities management, organization & outsourcing strategy
• Align with all relevant departments to understand how markets evolutions will impact CRC workload
• Build reliable and detailed forecasts of transaction volumes and handling times by market
• Allocate workload between in-house & outsourcer operations by market
• Carry out monthly dynamic forecasts to ensure staffing levels are aligned with forecast & workload requirements

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2. Create & optimize workforce planning for CRC

• Schedule Coffee Specialists to meet service level targets while maximizing utilization of resources and in compliance with HR & legal requirements in each market
• Provide Coffee Specialists with their planning in due time and answer any potential queries
• Provide Team Leaders with productivity and planning adherence of Coffee Specialists in due time
• Ensure CRC applications and tools are populated with accurate and updated HR information
• Implement processes and practices that may ease the working conditions of the Coffee Specialists, in full respect of the business stakes
• Upload daily outsourced data into the system

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2. Perform real-time management

• Fine-tune workload allocation between in-house and outsourcer operations by market
• Perform real-time adaptations to specific situations & priorities, in collaboration with all stakeholders
• Ensure business continuity through development and application of the Business Continuity Plan (BCP)

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2. Act as first level support for IT, Telephony and CRC applications issues/queries

• Ensure all materials required are provided to Coffee Specialists
• Identify and collect IT, telephone and applications dysfunctions
• Coordinate system backup/outages with IT to minimize customer impact
• Act as the single source of contact for escalations and follow up for next levels
• Define local requirements to help find appropriate technology solutions
• Establish and update BCP for CRC telephone aspects
• Manage the usage and update of telephony and workforce management software

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2. Manage CRC reporting & Analyses on Workforce Management & Quality

• Establish and manage CRC reporting process involving necessary stakeholders
• Involve stakeholders to obtain CRC and other key data for reporting and analyses
• Report adapted figures including workload trends, staffing requirements and key performance results including service & quality to various stakeholders (Coffee Specialist, Team Leader, market CRC Manager, & HQ CRC) to build recommendations
• Give visibility of each Coffee Specialists performance indicators, allowing Team Leaders to coach them to continuously raise the performance bar

What your experience should include..

• Qualifications or relevant experience in CRC or IT environment related to telephony, scheduling &/or contact flow management Professional experience:
• More than 3 years' experience in CRC operations in the workforce or reporting/analytical roles.
• Good mastery of all IT, telephony and CRC application requirements
• Proven track records in stakeholder management, budget management and project management experience will be required  
• Experience in Customer Feedback Loop, 3rd Party Management will be required
• Excellent written and spoken English communication skill with various stakeholders and proficiency in diverse languages (specific to the SEA region) will be an added advantage.
• Mastery in MS Excel Advanced level will be required for data analysis purposes.
• Experience in a multinational, multi-stakeholder environment would be an added advantage.