Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?
A DAY IN THE LIFE …
The Workforce Management Specialist is responsible for overseeing and optimizing the workforce planning and management process within the organization. This includes analyzing staffing requirements, forecasting workforce needs, developing staffing strategies, and monitoring workforce performance metrics. The workforce manager collaborates with various departments to ensure efficient allocation of resources and adherence to workforce management best practices.
Workforce Management Reports: Generating and analyzing reports related to workforce performance, including metrics such as service level, average handle time, occupancy, adherence, and forecast accuracy.
Staffing Plans: Developing staffing plans based on historical data, call volume forecasts, and service level targets to ensure adequate staffing levels to meet customer demand.
Scheduling: Creating and maintaining employee schedules that align with forecasted call volumes, taking into account factors like shift preferences, breaks, and time-off requests.
Forecasting and Planning: Utilizing historical data and statistical models to forecast future call volumes, handle times, and other key metrics, which helps in planning staffing requirements and optimizing resource allocation.
Real-Time Monitoring: Monitoring real-time call volumes, agent performance, and adherence to schedules, and making necessary adjustments to ensure service level targets are met.
Performance Analysis: Analyzing agent performance data to identify trends, patterns, and areas for improvement, and providing recommendations to optimize workforce productivity and efficiency.
Capacity Planning: Assessing the capacity of the contact center and making recommendations for infrastructure and resource investments to meet future growth or changes in demand.
Workforce Optimization: Collaborating with other departments, such as training and quality assurance, to identify opportunities for process improvement, training needs, and performance management initiatives.
Budgeting and Cost Analysis: Assisting in budgeting and cost analysis by providing insights into staffing requirements, overtime utilization, and other workforce-related expenses.
Communication and Collaboration: Collaborating with various stakeholders, including operations managers, HR, and IT teams, to ensure effective communication, coordination, and alignment of workforce management strategies and goals.
ARE YOU A FIT?
2-4 years experience in Workforce Management
Knowledge of Contact Center Operations
Adaptability and Flexibility
Strong analytical skills
Excellent English and Filipino written and verbal communication skills
Strong knowledge of contact center systems, policies, and procedures.
Proficiency in Microsoft office applications (e.g., Word, Excel, Outlook)
Open to shifting schedule
As the world’s largest food and beverage company we are driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come. To deliver on this, we serve with passion, with a spirit of excellence, offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families. Our culture is based on our values rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for the future.
We can trace our origin back to 1866, when the first European condensed milk factory was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared infant cereals ‘Farine lactée’ in Vevey, Switzerland.
Today, we employ around 273,000 people and have factories or operations in almost every country in the world. With our headquarters still based in the Swiss town of Vevey, we had sales of CHF 84.3 billion in 2020.
Our portfolio covers almost every food and beverage category – offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families.
House rules: https://nes.tl/HouseRules
