Position Snapshot

Location: Lisbon (Portugal)

Company: Nestlé Business Solutions (NBS)

Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)

Languages: Fluent in English

About us

**Nestlé Business Solutions (NBS)**is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position Summary :

The CES Workforce Data Analytics Manager is responsible for optimizing consumer engagement by providing forecasting support, managing work schedules for CES Advisors, and ensuring real-time operations management. This role involves collaborating with stakeholders to analyze market trends, integrating key performance indicators into daily operations, and generating actionable reports. Additionally, the manager addresses IT issues, supports business continuity planning, and trains team leaders and advisors to enhance performance. Overall, this position is vital for data-driven decision-making and improving service delivery within the CES framework.

-Oversees established work schedules for CES Advisors.

• Supports CES stakeholders with both short- and long-term forecast information.
• Evaluates and adapts scheduling and work practices to minimize variance between forecasted demand and staff availability.
• Maximizes work schedules for internal resources by implementing processes that facilitate working conditions for CES Advisors, including shift exchanges.
• Manages real-time monitoring and management of operations.
• Oversees transaction allocation and routing to specific locations, queues, and personnel.
• Integrates key Sales and Customer Experience KPIs into daily operations.
• Acts as the CES Reporting house owner, ensuring decision support reports and dashboards are released in collaboration with stakeholder teams.
• Provides performance indicators for CES Advisors to help Team Leaders train employees for improved performance.
• Generates tailored reports that include workload trends, personnel requirements, and key performance results for various audiences (e.g., Customer Service, Team Leaders, Local Management Committee, and HQ) to create actionable recommendations.
• Plays a key role in publishing the business continuity plan and ensures its implementation with relevant stakeholders.
• Identifies and addresses IT or telephony issues, coordinating system backups and failures to minimize customer impact.
• Provides first-level support for operational issues and troubleshooting.
• Trains team leaders, managers, and trainers on using labor planning tools as necessary.

What we offer

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:

Development of expertise in Nestlé’s Shared Solutions Business

Immersion in a culturally diverse team

Local and international exposure

Flexible working environment

Engagement and wellbeing activities

Competitive salary and annual bonus according to your performance

Meal allowance card

Flex Benefits - at NBS you can choose what benefits are more suitable for you

Make part of the Nestlé Club and get discount in several partners

Free coffee (and good coffee) at the office

Shop with special discounts for employees

Company equipment according to professional needs

Medical support available at the office

E-learning courses and training program to get you where you aim to be

Career progression and possibilities for international career