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Workforce, Insights & Analytics Manager

Workforce, Insights & Analytics Manager

Montreal, CA

Montreal, CA

Position Snapshot

Business area: CRC
Job title: Workforce, Insights & Analytics Manager
Location: Montreal Head Office
 

Position Summary

We are looking for a Workforce, Insights & Analytics Manager based at our Montreal Head Office reporting into the CRC Manager. At the heart of the operations, the Workforce, Insights & Analytics Manager’s mission is to support the CRC to successfully meet its performance targets while optimizing the utilization of resources to drive sustainable and cost-efficient operations and to ensure Best in Class Customer Satisfaction. Main duties are to assess, analyze, and report on performances at the specific team and departmental level combined with leading critical analysis and projections that identify key trends/insights, that drive revenue-generating and/or highly impactful strategic initiatives throughout the CRC organization. In this newly developed role within our CRC, the incumbent will be called on to introduce, foster and grow the focus on data to improve operations, inform effective staffing decisions and increase efficiency and customer satisfaction.

A day in the life of...

As a Workforce, Insights & Analytics Manager you will: 

•    Analyze and identify channel developments and trends in close collaboration with Data & Insights and the Omni-channel B2C team;
•    Implement forecasting models to ensure accurate predictive analysis and planning, and optimal investment allocation;
•    Manage the customer service offer and sales targets by collecting data and deliver reports on market performance KPIs;
•    Driving the committed objectives, from a timeline, budget and quality aspect of the program;
•    Facilitating key strategic discussions and providing leadership to executive audience (output may include strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.);
•    Responsible for managing the end to end delivery of the next generation of OMNI channel (inbound and outbound voice, callback and digital interactions: liveChat, Social media, SMS) solutions to the business. The next generation of routing technologies to leverage the latest capabilities available in the marketplace from skills-based routing, omni-channel routing, digital conversation management and machine learning based analytics for the wide range of interaction modes (from speech to digital);
•    Provide inputs to take the most relevant decisions regarding structuring topics: recruitments, facilities management, organization and outsourcing strategy;
•    Fully integrated in strategical and other main CRC decisions to ensure alignment and execution;
•    Manage channel related projects from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools;
•    Ensure CRC projects are delivered in adherence to budget, schedule and scope by providing status reports, raising key issues and risks, determining mitigating actions, and completing financial monitoring and reporting;
•    Solve at a first level: provide telephony assistance to operations and troubleshoot telephony/ digital platforms problems;
•    Define local requirements to help find appropriate technology solutions;
•    Establish and update BCP for CRC telephony/digital aspects;
•    Manage the use and update of telephony/digital platforms and workforce management software;
•    Establish and manage the CRC reporting process;
•    Ensure CRC and other key data collection for reporting (Finance, HR, Marketing, Supply chain);
•    Support the CRC Manager in making optimal investments and decisions in the OP process;
•    Drive improvements and efficiencies in the organisation by collaborating with other departments;
•    Attract and retain talent by regular coaching and implementation of learning activities;
•    Build a strong team where team members collaborate effectively and understand their shared goals;
•    Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals;
•    Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism.
 

What will make you successful

As the successful candidate, we are looking for:
 
•    Professional and intellectual capabilities at academic or higher professional education level;
•    7 years of experience in business operations management preferably in a Contact Centre (voice, inbound and outbound, chat, email, SMS and social media) solution design and implementation of new digital touchpoints;
•    Proven experience in business analytics within a contact centre operation or at least three years of experience in a similar role;
•    Ability to generate insights & present effective data-driven business recommendations to various stakeholder groups;
•    Data management and analytics technologies including speech analytics processes and dashboarding practices is an asset;
•    Strong experience in Partnership Management/3rd Party Management;
•    Excellent interpersonal and communication skills;
•    Project Management in a matrix organization;
•    Proven ability to manage change and implement process improvements;
•    Experience of working with High end/luxury/premium brand would be an advantage;
•    Bilingual in French and English.

What can we offer in return? Great benefits you’d expect from a business the size of Nestle including a comprehensive total rewards benefits package including Health and Dental benefits that start on day one as well as a Company matched retirement savings plan, Excellent training and development programs as well as opportunities to grow within the company. 

This is a full time, permanent opportunity. We will be considering applicants as they apply, so please don’t delay in submitting your application. 

 

 

#LINKP
 

Position Snapshot

Business area: CRC
Job title: Workforce, Insights & Analytics Manager
Location: Montreal Head Office
 

Position Summary

We are looking for a Workforce, Insights & Analytics Manager based at our Montreal Head Office reporting into the CRC Manager. At the heart of the operations, the Workforce, Insights & Analytics Manager’s mission is to support the CRC to successfully meet its performance targets while optimizing the utilization of resources to drive sustainable and cost-efficient operations and to ensure Best in Class Customer Satisfaction. Main duties are to assess, analyze, and report on performances at the specific team and departmental level combined with leading critical analysis and projections that identify key trends/insights, that drive revenue-generating and/or highly impactful strategic initiatives throughout the CRC organization. In this newly developed role within our CRC, the incumbent will be called on to introduce, foster and grow the focus on data to improve operations, inform effective staffing decisions and increase efficiency and customer satisfaction.

A day in the life of...

As a Workforce, Insights & Analytics Manager you will: 

•    Analyze and identify channel developments and trends in close collaboration with Data & Insights and the Omni-channel B2C team;
•    Implement forecasting models to ensure accurate predictive analysis and planning, and optimal investment allocation;
•    Manage the customer service offer and sales targets by collecting data and deliver reports on market performance KPIs;
•    Driving the committed objectives, from a timeline, budget and quality aspect of the program;
•    Facilitating key strategic discussions and providing leadership to executive audience (output may include strategic roadmap and/or deliverables/ frameworks/ short to long term goals etc.);
•    Responsible for managing the end to end delivery of the next generation of OMNI channel (inbound and outbound voice, callback and digital interactions: liveChat, Social media, SMS) solutions to the business. The next generation of routing technologies to leverage the latest capabilities available in the marketplace from skills-based routing, omni-channel routing, digital conversation management and machine learning based analytics for the wide range of interaction modes (from speech to digital);
•    Provide inputs to take the most relevant decisions regarding structuring topics: recruitments, facilities management, organization and outsourcing strategy;
•    Fully integrated in strategical and other main CRC decisions to ensure alignment and execution;
•    Manage channel related projects from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools;
•    Ensure CRC projects are delivered in adherence to budget, schedule and scope by providing status reports, raising key issues and risks, determining mitigating actions, and completing financial monitoring and reporting;
•    Solve at a first level: provide telephony assistance to operations and troubleshoot telephony/ digital platforms problems;
•    Define local requirements to help find appropriate technology solutions;
•    Establish and update BCP for CRC telephony/digital aspects;
•    Manage the use and update of telephony/digital platforms and workforce management software;
•    Establish and manage the CRC reporting process;
•    Ensure CRC and other key data collection for reporting (Finance, HR, Marketing, Supply chain);
•    Support the CRC Manager in making optimal investments and decisions in the OP process;
•    Drive improvements and efficiencies in the organisation by collaborating with other departments;
•    Attract and retain talent by regular coaching and implementation of learning activities;
•    Build a strong team where team members collaborate effectively and understand their shared goals;
•    Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals;
•    Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism.
 

What will make you successful

As the successful candidate, we are looking for:
 
•    Professional and intellectual capabilities at academic or higher professional education level;
•    7 years of experience in business operations management preferably in a Contact Centre (voice, inbound and outbound, chat, email, SMS and social media) solution design and implementation of new digital touchpoints;
•    Proven experience in business analytics within a contact centre operation or at least three years of experience in a similar role;
•    Ability to generate insights & present effective data-driven business recommendations to various stakeholder groups;
•    Data management and analytics technologies including speech analytics processes and dashboarding practices is an asset;
•    Strong experience in Partnership Management/3rd Party Management;
•    Excellent interpersonal and communication skills;
•    Project Management in a matrix organization;
•    Proven ability to manage change and implement process improvements;
•    Experience of working with High end/luxury/premium brand would be an advantage;
•    Bilingual in French and English.

What can we offer in return? Great benefits you’d expect from a business the size of Nestle including a comprehensive total rewards benefits package including Health and Dental benefits that start on day one as well as a Company matched retirement savings plan, Excellent training and development programs as well as opportunities to grow within the company. 

This is a full time, permanent opportunity. We will be considering applicants as they apply, so please don’t delay in submitting your application. 

 

 

#LINKP
 

Apply now »