Sr Workforce Analyst - Contact Center (Remote Opportunity)
Are you passionate about coffee? Do you care about sustainability and quality? At Nespresso we place people, coffee and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work. Position Summary The Senior Workforce Analyst will serve as the key analytical resource for projects related to enterprise-level workforce planning. This role will involve conducting statistical analyses, creating data products such as dashboards and reports, creating automation pipelines, and serving as a subject matter expert regarding data systems that support workforce planning. This position ensures the efficient design, modification and maintenance of data collection including analytical methods and procedures, computer applications, spreadsheets, and large databases used in the collection and analyses of data, as well as strategic operations and planning. This is a remote opportunity.
Responsibilities:
o Analyze and report on 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. o Create, modify, and enhance reporting methodologies to enhance efficiency & productivity within the department. o Present statistics, ideas, solutions and challenges at leadership meetings, telling the story through the data. o Participate in regular meetings with call center management and outsourcing partner to identify trends and present solutions. o Develop recommendations and articulate strategies and anticipated effectively to stakeholders. o Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators in line with long-term workforce needs. o Analyze and review Cost of Goods sold including Cost Center analysis, variance analysis and forecasts for all categories of cost of sales. o Create models, analysis and business cases to evaluate new business opportunities and support the execution of strategic opportunities. o Perform additional duties and responsibilities as assigned by the direct Manager. Requirements:
o Bachelor's degree in Information Systems Management, Mathematics, Economics, Finance or in a related field. o Must have at least 4
years of relevant work experience in a medium to large organization. o Experienced with short-term and long-term capacity building, conducting business analytics, cost analysis and must possess excellent accounting and financial analysis skills. o Must have experience in developing standards product costs and investigating variances from those standards to provide the organization with the results of cost improvement activities and identify areas where countermeasures are needed to control costs. o Must have experience using Tableau, Power BI, ThoughtSpot and MS Excel. o Experience with forecasting and/or planning for a global support organization. o Ability to work independently with minimal supervision, as well as possess excellent organizational and communication (oral and written) skills. o Prior experience performing similar duties within a Customer Call Center environment is desired. o Willing and able to travel to/from New York City office up for training or meetings up to 10%. Requisition ID:
159253 It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home. Nestle Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator:
1-800-321-6467. This position is not eligible for Visa Sponsorship.
Salary Range:
$80K -- $100K
Minimum Qualification
Data Science & Machine LearningEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
o Analyze and report on 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. o Create, modify, and enhance reporting methodologies to enhance efficiency & productivity within the department. o Present statistics, ideas, solutions and challenges at leadership meetings, telling the story through the data. o Participate in regular meetings with call center management and outsourcing partner to identify trends and present solutions. o Develop recommendations and articulate strategies and anticipated effectively to stakeholders. o Statistically analyze workforce data to identify trends, conduct what-if modeling, and highlight predictive indicators in line with long-term workforce needs. o Analyze and review Cost of Goods sold including Cost Center analysis, variance analysis and forecasts for all categories of cost of sales. o Create models, analysis and business cases to evaluate new business opportunities and support the execution of strategic opportunities. o Perform additional duties and responsibilities as assigned by the direct Manager. Requirements:
o Bachelor's degree in Information Systems Management, Mathematics, Economics, Finance or in a related field. o Must have at least 4
years of relevant work experience in a medium to large organization. o Experienced with short-term and long-term capacity building, conducting business analytics, cost analysis and must possess excellent accounting and financial analysis skills. o Must have experience in developing standards product costs and investigating variances from those standards to provide the organization with the results of cost improvement activities and identify areas where countermeasures are needed to control costs. o Must have experience using Tableau, Power BI, ThoughtSpot and MS Excel. o Experience with forecasting and/or planning for a global support organization. o Ability to work independently with minimal supervision, as well as possess excellent organizational and communication (oral and written) skills. o Prior experience performing similar duties within a Customer Call Center environment is desired. o Willing and able to travel to/from New York City office up for training or meetings up to 10%. Requisition ID:
159253 It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home. Nestle Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator:
1-800-321-6467. This position is not eligible for Visa Sponsorship.
Salary Range:
$80K -- $100K
Minimum Qualification
Data Science & Machine LearningEstimated Salary: $20 to $28 per hour based on qualifications.
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