CRC Workforce Specialist

Position Snapshot

Location: Lisbon/Braga (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

For our Nestlé Business Solutions team, we are currently looking for a CRC Workforce Specialist. This professional will be responsible for ensuring service level targets are achieved through effective forecasting, capacity planning, scheduling, and real-time management. The role will drive workforce optimization, support operational decision-making through data and reporting, and ensure the efficient deployment of resources to deliver an excellent customer experience.

A day in the life of...

Develop short and long-term forecasts for transaction volumes, handling times, and resource requirements, supporting operational and strategic workforce planning.
Partner with key stakeholders across the business to anticipate trends, assess workload impacts, and provide planning insights to support business objectives.
Maintain capacity plans and workforce requirements across channels and transaction types to ensure optimal staffing levels.
Create and manage schedules for CRC Specialists, ensuring alignment with service level targets, business needs, and local labor requirements.
Monitor and manage intraday performance, adjusting resource allocation and workforce plans to address changing demand and operational priorities.
Coordinate workload distribution across internal and outsourced operations to ensure performance targets are achieved.
Act as the key point of contact for workforce planning, scheduling, and real-time management activities.
Monitor performance indicators, workload trends, staffing requirements, and operational results, providing insights and recommendations to stakeholders.
Develop, maintain, and enhance reports and dashboards to support operational decision-making and continuous improvement.
Present workforce data, trends, risks, and recommendations to leadership teams and relevant stakeholders.
Support business continuity planning and coordinate with IT and telephony teams to minimize operational disruptions.
Provide guidance and training on workforce planning tools, processes, and best practices.
Contribute to continuous improvement initiatives through workforce analysis, forecasting models, and process optimization.

 
What will make you successful

Experience in Workforce Management, forecasting, scheduling, and planning within a customer service or contact center environment.
Experience in medium to large multi-site and/or multi-channel operations.
Experience with reporting and business intelligence tools, such as Power BI.
Strong analytical, numerical, and problem-solving skills.
Advanced proficiency in Microsoft Excel and other Microsoft Office applications.
Knowledge of workforce management, forecasting, scheduling, reporting, and telephony tools.
Strong organizational, communication, and stakeholder management skills.
Experience working in a fast-paced international environment.
Fluent English (written and spoken).
Experience in project management and continuous improvement initiatives.

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