Nestle Workforce Planning & Reporting Analyst in Grand Rapids, Michigan

Gerber Products Company dba Nestlé Infant Nutrition is seeking a Workforce Planning & Reporting Analyst in our Fremont, MI facility.

POSITION SUMMARY:

Research multi-channel ACD technology and workforce best practices and recommend solutions to best meet department operational and business demand. Implement performance data capture and reporting practices to ensure accuracy and consistency of Consumer Engagement Services (CES) information. Analyze, forecast and schedule workforce to cover business demand.

PRIMARY RESPONSIBILITIES:

Design and develop contact center technologies and processes to drive continuous improvement within CES while filling both consumer and business stakeholder expectations and in coordination with Operations Supervisors and CES Leadership. Focus is on Automated Contact Distribution (ACD), Workforce Management, and related systems. Manage the Automated Contact Distribution (I3) system to ensure contacts are presented to appropriate resources and to optimize contact service levels.

Analyze contact center KPI’s and industry best practices to balance service levels with cost and customer satisfaction and ensure awareness of pros and cons of operational decision points. Extract and organize data for contact center operations analysis to provide volume trending, forecasting and staffing recommendations.

Generate base schedules that ensure our ability to meet service level KPI’s based on staffing forecast, skill requirements, historical contact trends, planned marketing initiatives and contact volume forecasts.

Provide technical and professional expertise for projects and initiatives as assigned taking on key roles of leadership and subject matter expertise.

Develop documentation relative to systems functionality and processes to help ensure user understanding.

Provide expertise to maintain the operations of CES systems including debugging and fixing issues, user support, etc.

Nestle is an 'Equal Opportunity Employer' and is looking for diversity in candidates for employment.

Bachelor degree majoring in Science or Mathematics preferred, or equivalent work experience

3-5 years of experience in a related analytical role

Trending, reporting or cost accounting activities within a contact center preferred

Understanding of call flow process within a contact center preferred

Job: Marketing/Brand Management

Organization: Nestle Nutrition

Title: Workforce Planning & Reporting Analyst

Location: MI-Grand Rapids-Fremont

Requisition ID: 18008069

The Nestlé Companies are equal opportunity and affirmative action employers and are looking for diversity in qualified candidates for employment: Minority/Female/Disabled/Protected Veteran.