Workforce Real-Time Specialist CRC Nespresso

2 weeks ago

Montreal, Quebec, Canada Randstad Canada Full time

Join Our Team as Workforce Real-Time Specialist
We are currently hiring a Workforce Real-Time Specialist support for the Nespresso call center located in Montreal.


At the heart of the operations, the Workforce 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.

If you're ready to join a dynamic team and make a meaningful impact on our customer service operations, apply now

Location: Montreal area

Schedule: Full-time, with flexibility and some in-office work required

Availability: Wide hourly availability and weekends required initially

Don't miss out on this exciting opportunity
Apply today to become part of our dedicated team

Advantages
Benefits
A full-time position 40 hours per week
Flexible scheduling options, including wide hourly availability and weekends
A competitive and progressive salary starting at 25$/ hour
Corporate discounts from Nespresso
Weekly pay
Access to group rates with our partner for insurance
Competitive salary and benefits package
Opportunities for career advancement and professional development
Collaborative and supportive work environment
Initial training provided, with ongoing support and mentorship

Responsibilities

Partners with organizational leaders and business users to identify areas of process improvement and recommends solutions through automation and applying lean concepts.

Analyzes business processes and procedures to identify and develop strategies to improve efficiency and cross-functional collaboration within the business.
May perform analytics or conduct business reporting to support organizational initiatives through working knowledge of organizational data and processes.

Solicit input and feedback from individuals and groups that directly utilize the business process to ensure that all nuances of the business needs are covered and considered in the solution.

Compile and analyze statistical data
Perform data gathering, root cause analysis and performance trending
Monitor efforts to resolve issues and track progress
Spot areas for improvement to enhance efficiency
Update and maintain documentation on process improvements and process performance
Develop & implement standard work

Qualifications
Bilingual French and English

5 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 brands would be an advantage Insight
Excellent analytical and problem-solving skills and keen attention to detail
Outstanding written and oral communication abilities
Creative and innovative thinker
Clear and logical thinker
Diligent and meticulous
Adjusts to change, being flexible, versatile and cooperative.
Experience with business process improvement.
Intermediate/Advanced level of MS Office, specifically Excel
Good time management and organization skills
Strong interpersonal capabilities and ability to work cross-functionally with other leaders.
Knowledge of Lean Six Sigma (is a plus)

Summary

Work Schedule:
Monday to Thursday 11am to 8pm
Friday and Saturday Off
Sunday From 9am to 5pm
Able to work remotely/Hybrid, 2 days/week at the office
(You must have a high speed internet connection )

#RN1

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada.

As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees.

In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.


Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle.

We ask that all job applications please identify any accommodation requirements by sending an email to to ensure their ability to fully participate in the interview process.

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