Planning and Reporting Coordinator
Nestle
Australia-New South Wales-North Sydney
8d ago

Description

At Nespresso we believe that our people are the key to our success. Born out of a passion for great coffee, innovative thinking, and the belief that consumer pleasure should be at the core of everything, our brand has continued to thrive thanks to a strong culture that still holds these principles central to everything that we do.

Nespresso are currently seeking an exceptional Planning & Reporting Coordinator to ensure service level goals for our Customer Relationship Centre (CRC) activities are met through optimized scheduling and real-

time monitoring of resources to complete CRC operations.

Based in North Sydney, the mission of the successful candidate will include efficient scheduling to managing volumes while responding to intraday changes and monitoring workloads.

Through passion in service excellence, Planning and Reporting Specialist will contribute to a culture which supports CRC excellence and best practice.

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

  • Optimizing CRC coffee specialist schedules by balancing service level, call volume and internal operational needs (workload / resources).
  • Updating Teleopti database in order to ensure scheduling is appropriately in line with latest forecast.
  • Updating of schedules to reflect CRC workloads and processes given daily business volumes
  • Working closely with the P&R Manager to ensure daily scheduled activities go ahead as planned.
  • Real-Time monitoring of all CRC volumes & taking appropriate corrective actions to ensure service level impacts are minimal.
  • Monitoring agent schedule adherence via Teleopti to ensure correct staffing as planned
  • Monitoring internet orders and waiting orders in collaboration with Supply Chain to secure critical customer experience KPIs.
  • Ideally the successful candidate will have a certification in Workforce Planning and a broad understanding of workflow and tasks handled by CRC.

    You will also require a good general understanding of Call Center technology (CTI, Routing strategies, Processes, etc.).

    Previous use and competency in Teleopti would be highly regarded but is not essential as is a good knowledge of Microsoft Office Tools, particularly excel.

    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.

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