Position Summary

The Workforce Planning Analyst plays a critical role in ensuring optimal staffing and operational efficiency within Nestlé’s Consumer Engagement Services. This role is responsible for forecasting demand, developing workforce strategies, monitoring key performance indicators in order to drive initiatives to improve efficiency—particularly in managing remote teams. The analyst will also support reporting, data analysis, and the implementation of projects that enhance service levels.

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

A day in the life of... 

1. Workforce Planning & Forecasting

• Develops accurate short-term and long-term workforce forecasts to ensure service level targets are met.
• Optimizes scheduling, staffing, and resource allocation to balance efficiency and quality of service.
• Analyses historical data, seasonality trends, and business needs to predict workload fluctuations.
• Collaborates with stakeholders to align workforce strategies with operational and business goals.

2. Reporting & Data Analysis

• Creates, maintains, and enhances workforce reports and dashboards for key metrics such as productivity, adherence, and service levels.
• Collects and analyses data on employee turnover, recruitment, training, and other HR metrics to identify staffing needs and gaps.
• Provides actionable insights and recommendations to leadership based on data-driven analysis, leading implementation projects in cooperation with management team.

3.  Remote Workforce Strategies

• Enhances remote workforce efficiency through strategic planning and AI-driven automations in place to optimize collaboration, performance, and resource allocation.

What will make you successful 

• Bachelor's degree in Business, Statistics, Data Analytics, Operations Management, or a related field.
• 3+ years of experience in workforce planning, forecasting, or related areas within a contact center or consumer service environment.
• Experience with Salesforce and or AWS
• Strong analytical and problem-solving skills, with proficiency in workforce management (WFM) tools.
• Experience with data visualization tools (e.g., Power BI, Tableau) and Excel for reporting and analysis.
• Ability to collaborate with cross-functional teams and adapt strategies to changing business needs.
• Excellent communication skills and the ability to present complex data in a clear manner.
• Knowledge of remote workforce best practices and digital collaboration tools is a plus.
• Experience or certifications in project management tools are also a plus.