**Main Purpose of the Job** + Ensure that service level goals for Customer Relationship Center (CRC) activities are met through optimized scheduling and real-time monitoring of resources to complete CRC operations. + Efficiently schedule and manage workloads while responding to intraday changes and monitoring staff activities. + Oversee day-to-day planning and deployment of staff, ensuring optimal staffing levels are maintained to meet service levels and deliver excellent customer service. **Key Outputs / Deliverables** **Customer Experience** + Understand customers and their specific needs. **Coffee Expertise & Experience** + Engage confidently in conversations with colleagues, peers, and external partners regarding Nespresso's business vision, products, services, and sustainability commitments. **Sales** + Report events throughout the year to drive service and sales, while keeping agents engaged through creative activities that support initiatives. **Operations Excellence** **Long and Short Term Forecasting** + Analyze historical data to develop reliable long and short-term forecasts for transaction volumes, handling times, and shrinkage based on the mix of contact types (voice and digital, inbound and outbound, multi-contact handling, etc.). + Provide input on structural topics (e.g., operational preparation, recruitment, facilities management, organization) and a 3-5 year outsourcing strategy. **Capacity Planning** + Develop capacity plans using appropriate demand requirement calculations by channel and transaction type to determine the number of staff required to handle predicted transaction volumes. + Ensure timely planning for CRC Specialists and productivity planning for Team Leaders. **Scheduling** + Establish work schedules for Coffee Specialists at relevant intervals to meet service level targets while maximizing resource utilization in compliance with HR and local legal requirements. + Evaluate and adapt scheduling and work practices to minimize variation between forecasted demand and staff availability. + Maximize work schedules for internal resources by implementing processes that improve the working conditions of Coffee Specialists, fully respecting business needs (e.g., shift swap processes). + Update the Teleopti/Workforce Management database to ensure that scheduling aligns with the latest forecasts. + Control, validate, and administer amendments and absences for CRC Specialists in Teleopti/Workforce Management. **Live Monitoring, Real-Time Management & Transaction Allocation** + Perform live monitoring and real-time management by fine-tuning workload allocation between in-house and outsourced operations. + Anticipate both underperformance and overperformance situations and take necessary actions to address priorities. + Act as the primary contact for queries related to planning and real-time management. + Allocate and route transactions to specific sites, queues, and staff. + Monitor overall network and site-level performance in real-time within a shared queue environment. + Understand key sales and customer experience KPIs and integrate them into daily operations. + Monitor intraday absences and activities, review planned activities, and reconcile short-term absences. + Ensure accurate documentation of absences and activities in the Workforce tool, regularly coordinating with the outsourcing manager regarding intraday call volume distribution. + Make necessary changes in AVAYA ASA to skills/queues based on business needs. **Reporting & Business Intelligence** + As the owner of the CRC reporting framework, ensure decision-support reports and dashboards are released in collaboration with stakeholder teams. + Make performance indicators for CRC Specialists available, enabling Team Leaders to coach employees towards continuous improvement in performance. + Report adapted figures, including workload trends, staffing requirements, and key performance results to various audiences (CS, TL, Local Management Committee, and HQ) to build recommendations. + Prepare clear reports on a regular basis (monthly, weekly, and daily) to monitor results and establish a catalog of reports to ensure service indicators are maintained at optimal levels. + Analyze business volumes and parameters for a multi-skilled environment, creating resource allocations that allow the center to meet its service level commitments, sales, and budgetary goals. + Create, modify, and enhance reporting methodologies to improve efficiency and productivity within the department. + Present statistics, ideas, solutions, and challenges at leadership meetings, effectively communicating the narrative through data. + Participate in regular meetings with call center management and outsourcing partners to identify trends and propose solutions. + Develop recommendations and effectively articulate strategies to stakeholders. + Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators aligned with long-term workforce needs. + Analyze and review the cost of goods sold, including cost center analysis, variance analysis, and forecasts for all categories of sales costs. + Create models, analyses, and business cases to evaluate new business opportunities and support the execution of strategic initiatives. **Business Continuity & Managing IT Services** + Play a key role in implementing the Business Continuity Plan (BCP) and ensure business continuity through effective BCP execution with relevant stakeholders. + Ensure all necessary materials are provided to Coffee Specialists (e.g., hardware, phones, headsets). + Identify and report IT or telephony issues and coordinate system backups/outages with IT to minimize customer impact. + Provide first-level troubleshooting for telephony assistance and act as an interface to follow up on issues requiring escalation. + Train team leaders, managers, and trainers on the use of workforce planning tools. **Required Skills & Knowledge** + Bachelor's degree or equivalent in commercial or business studies or a related field. + Minimum of 2 years of experience in customer experience. + Excellent communication and project management skills. + Proficiency in computer systems and Microsoft Suite applications (including Word, Excel, and PowerPoint). + Experience with workforce management, forecasting, scheduling, and reporting tools. + Qualifications in CRC and/or IT environments related to telephony, scheduling, and/or contact flow management are preferred.