Contact Centre Workforce Manager

Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.

**The exclusive **Nespresso **Customer Relationship Centre (CRC) provides our members with a unique and personalised relationship and we currently have an exciting opportunity for a **Contact Centre Workforce Manager **to join our team.**

**We are looking for an experienced **Workforce Manager **who will support the CRC to successfully meet its performance targets while optimizing the utilization of resources to ensure Best in Class and sustainable Customer Satisfaction. Your responsibilities include**:

- **Building and mastering a Workforce Management Strategy that drives an innovative and efficient workforce plan.**:

- **Support the CRC to successfully meet its performance targets while optimizing the resources utilization (internal staff and outsourcing budget).**:

- **Anticipating transaction volumes and forecasts across multiple touchpoints, lines of business and channels of service in 2/3 years perspective.**:

- **Dynamic forecast management with a long term (1-3 year) and short term (0-3 month) workforce capacity plan.**:

- **Providing a schedule/roster that optimizes resources to meet the forecast.**:

- **Defining a Real-Time Monitoring Strategy that responds dynamically to secure key performance metrics.**:

- **Drives initiatives to benefit staff engagement.
- **At least 3-5-year proven experience in a Contact Centre, with min 40 FTE’s up to 150 FTE’s**:

- **Previous direct people management and coaching experience**:

- **Experience with budgeting, IS/ IT, understanding and control the contact flow**:

- **Preferable: Experience managing the outsourcing partner, strategy, forecast, follow-up**:

- **Accreditation with common Workforce Management and Reporting tools**:

- **Project Management or efficiency eg; LEAN accreditation**:

- **Preferable COPC or other certification for Workforce Management**:

- **Leading and developing a team of Planning and Reporting Coordinators (2 FTE).**:

- **IT & Telephony Support (1st level of support).**:

- **Effectively monitors and controls agreed budgets, making recommendations for efficiency.**:

- **Designs reporting mechanics and dashboards to monitor and track individual and unit performance, sharing analysis and insights.**:

- **Actively participates in the development of the CRC Operational Master Plan/Overall Servicing strategy.**:

- **Collaborates with the CRC Management team to secure key business objectives including sales and service metrics.**:

- **Actively networks to form key stakeholder relationships internally and externally.**:

- **Benchmarks with industry and global markets to secure best practices that provide a competitive advantage.
**How you will be rewarded**

**With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.**
- **Monthly Nespresso product credit and Welcome Gift.**:

- **Staff discounts across the Nespresso product range.**:

- **Annual bonus incentive program.**:

- **Exceptional training and continuous personal development opportunities.**:

- **Staff recognition through GreatNes awards.
**Please note**:To be considered for this role you must have full working rights within the relevant location.**

**Nespresso is committed to a diverse and inclusive workplace that respects and supports people to perform at their best and develop their full potential.