Workforce Planner - Contact Centre

Job 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 Workforce Planner to ensure service level goals for the contact centre activities are met through optimized forecasting, scheduling and real-time monitoring of resources to complete contact centre operations.

Based in North Sydney, the mission of the successful candidate will include KPI reporting, efficient forecasting and scheduling to managing volumes while responding to intraday changes and monitoring workloads. Through passion in service excellence, the Workforce Planner will contribute to a culture that supports contact centre excellence and best practice.

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

· Optimizing our customer service 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 contact centre workloads and processes given daily business volumes
· Working closely with the P&R Manager to ensure daily scheduled activities go as planned.
· Producing daily, weekly and monthly reporting.
· Ability to multitask and manage time efficiently.
· 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 contact centres. You will also require a good general understanding of Call Center technology (CTI, Routing strategies, Processes, etc.). Previous use and competency in Teleopti or similar workforce scheduling tool 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 customer’s experience.

Interested? Apply now online attaching your CV and covering letter. Candidates must have full working rights in Australia.

Nespresso. What else?