Platform and Reporting Specialist

**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.**

Nespresso is currently seeking a Platform & Reporting Specialist who is proactive, efficient and results driven with the ability to breakthrough roadblocks to deliver exceptional customer centric solutions.

As a Platform & Reporting Specialist you will create and support reporting capability across the Customer Relationship Centre (CRC) and maximise opportunities to champion the benefits of reporting at all levels. You will be working to build, maintain and optimise schedules across CRC to ensure service level goals are met. You’ll also be monitoring inbound queues and tracking agent performance against agreed plans and targets to optimise performance.

**Your main responsibilities will include, but not limited to**:

- Monitor key performance metrics to ensure KPIs are met and regularly exceeded.
- Build, maintain and automate dashboards to meet stakeholder requirements including investigating, analysing, and interpreting needs and leveraging tools and definitions. This includes design, development and production of ad-hoc reports in line with customer requirements, business needs and development life cycle.
- Analyse historical call arrival patterns and identify variances and changes to workloads, staffing levels and provide recommendations to Planning & Reporting Manager.
- Work collaboratively with internal stakeholders to implement solutions that drive our business forward.
- Explore and quantify problems and opportunities.
- Real Time monitoring of all CRC volumes and taking appropriate corrective actions to ensure service level impacts are mínimal.
- Maintain all inhouse platform systems - Workforce Management Tool, Routing strategies and workforce governance
- Enhance and continuously improve data quality, data model processes, methods and tools to ensure business activities are fit for purpose to achieve business outcomes.
- Advanced skills with Microsoft office suite, including but not limited to excel, power point, outlook, word and power BI
- Thorough understanding of contact centres and contact centre platforms preferable
- Experience with Workforce Management Tools and Systems
- Proven experience in automating data for dashboard reporting
- Well-developed written and verbal communication skills
- Proven experience with providing consistently high-quality reports based around continuous improvements
- Previous experience in data analysis role preferable
- High level of personal motivation and the ability to exercise initiative and work both independently and as part of a team
- Confident in working in a timeframe driven environment with the ability to balance competing priorities
- 2+ years’ experience in planning and reporting is preferred.

This fast-paced, dynamic role will provide essential insights to make business decisions to shape the future business of Nespresso and to better manage our Club Members experience.

**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

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