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