CRC PLANNING & REPORTING MANAGER

• Committed to sustainability & B-Corp certified
• Flexible Schedule to Support your Work-Life Balance
• Share your passion for coffee!
  Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It’s just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
  To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.
  We have an exciting opportunity for an experienced Planning & Reporting Manager to join the exclusive Nespresso Customer Relationship Centre (CRC) team on a parental leave cover contract from September 23, 2025, to June 30, 2026!

In this dynamic role, you will support the CRC in delivering a unique and personalised experience for all our members, helping us meet our performance targets while optimising resource utilisation to ensure Best in Class and sustainable Customer Satisfaction. If you’re ready to make a meaningful impact and contribute to our mission, we want to hear from you! Your responsibilities include:

• Building and mastering a Workforce Management Strategy that drives an innovative and efficient workforce plan.
• Support the CRC to successfully meet its performance targets while optimizing resources utilisation (internal staff and outsourcing budget).
• Anticipating transaction volumes and forecasts across multiple touchpoints, lines of business and channels of service in 2/3 years perspective.
• Dynamic forecast management with a long term (1-3 year) and short term (0-3 month) workforce capacity plan.
• Providing a schedule/roster that optimises resources to meet the forecast.
• Defining a Real-Time Monitoring Strategy that responds dynamically to secure key performance metrics.
• Drives initiatives to benefit staff engagement.
• Leading and developing a team of Planning and Reporting Coordinators (2 FTE).
• IT & Telephony Support (1st level of support).
• Effectively monitors and controls agreed budgets, making recommendations for efficiency.
• Designs reporting mechanics and dashboards to monitor and track individual and unit performance, sharing analysis and insights.
• Actively participates in the development of the CRC Operational Master Plan/Overall Servicing strategy.
• Collaborates with the CRC Management team to secure key business objectives including sales and service metrics.
• Actively networks to form key stakeholder relationships internally and externally.
• Benchmarks with industry and global markets to secure best practices that provide a competitive advantage.

EXPERIENCE YOU WILL BRING TO THE ROLE…

• At least 3-5-year proven experience in a Contact Centre, with min 40 FTE’s up to 150 FTE’s
• Previous direct people management and coaching experience
• Experience with budgeting, IS/ IT, understanding and control the contact flow
• Preferable: Experience managing the outsourcing partner, strategy, forecast, follow-up
• Accreditation with common Workforce Management and Reporting tools
• Project Management or efficiency eg; LEAN accreditation
• Preferable COPC or other certification for Workforce Management

In this dynamic role, you will support the CRC in delivering a unique and personalised experience for all our members, helping us meet our performance targets while optimising resource utilisation to ensure Best in Class and sustainable Customer Satisfaction. If you’re ready to make a meaningful impact and contribute to our mission, we want to hear from you! Your responsibilities include:

• Building and mastering a Workforce Management Strategy that drives an innovative and efficient workforce plan.
• Support the CRC to successfully meet its performance targets while optimizing resources utilisation (internal staff and outsourcing budget).
• Anticipating transaction volumes and forecasts across multiple touchpoints, lines of business and channels of service in 2/3 years perspective.
• Dynamic forecast management with a long term (1-3 year) and short term (0-3 month) workforce capacity plan.
• Providing a schedule/roster that optimises resources to meet the forecast.
• Defining a Real-Time Monitoring Strategy that responds dynamically to secure key performance metrics.
• Drives initiatives to benefit staff engagement.
• Leading and developing a team of Planning and Reporting Coordinators (2 FTE).
• IT & Telephony Support (1st level of support).
• Effectively monitors and controls agreed budgets, making recommendations for efficiency.
• Designs reporting mechanics and dashboards to monitor and track individual and unit performance, sharing analysis and insights.
• Actively participates in the development of the CRC Operational Master Plan/Overall Servicing strategy.
• Collaborates with the CRC Management team to secure key business objectives including sales and service metrics.
• Actively networks to form key stakeholder relationships internally and externally.
• Benchmarks with industry and global markets to secure best practices that provide a competitive advantage