Our client, Nestlé Nespresso S.A., is the world leader in premium portioned coffee and one of the fastest growing operational activities of the Nestlé Group.
We are currently hiring a Workforce 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.
Advantages
Benefits
- A full-time position 40 hours per week
- A competitive and progressive salary
- Corporate discounts from Nespresso
- Weekly pay
- Access to group rates with our partner, SunLife, for insurance.
Responsibilities
Optimize the resources in real time (Real time monitoring): (50%)
Optimize performance regarding real situation through:
• Fine-tuning of the outsourced volumes
• Real time adaptations to specific situations and priorities (skills and activities)
IT & Telephony support (1st level of support ) : (25)
Ensure all materials required are provided to Coffee Specialists (hardware, phones,
headsets..)
• Identify / collect IT or telephony dysfunctions
• Plan and schedule system backup/outages to minimize customer impact
• Solve at a first level : provide telephony assistance to operations and troubleshoot
telephony problems
• Be the Interface and follow up solving for next levels
• Define local requirements to help find appropriate technology solutions
• Establish and update BCP for CRC telephony aspects
• Manage the use and update of telephony and workforce management software
Reporting: (25%)
• Establish and manage the CRC reporting process
• Ensure CRC and other key data collection for reporting
(Finance, HR, Marketing, Supply chain)
• Report adapted figures including workload trends, staffing requirements
and key performance results to the different audiences
(CS, TL, Local Mancom and HQ) to build recommendations.
Qualifications
Qualifications
- Minimum of 2 years experience in a similar environment
- Experience with a high end clientele would be a great asset;
- Ability to manage priorities and problem solving skills;
- Customer oriented and customer service oriented;
- Excellent communication skills;
- Fluently bilingual both written and spoken (French and English);
- Proficiency with computer tools.
Summary
Working Conditions:
You will work from Monday to Friday (up to 8pm in the evening)
You will take a French/English language test
You must have a high speed internet connection
#RN3
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 accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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Our client, Nestlé Nespresso S.A., is the world leader in premium portioned coffee and one of the fastest growing operational activities of the Nestlé Group.
We are currently hiring a Workforce 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.
Advantages
Benefits
- A full-time position 40 hours per week
- A competitive and progressive salary
- Corporate discounts from Nespresso
- Weekly pay
- Access to group rates with our partner, SunLife, for insurance.
Responsibilities
Optimize the resources in real time (Real time monitoring): (50%)
Optimize performance regarding real situation through:
• Fine-tuning of the outsourced volumes
• Real time adaptations to specific situations and priorities (skills and activities)
IT & Telephony support (1st level of support ) : (25)
...
Ensure all materials required are provided to Coffee Specialists (hardware, phones,
headsets..)
• Identify / collect IT or telephony dysfunctions
• Plan and schedule system backup/outages to minimize customer impact
• Solve at a first level : provide telephony assistance to operations and troubleshoot
telephony problems
• Be the Interface and follow up solving for next levels
• Define local requirements to help find appropriate technology solutions
• Establish and update BCP for CRC telephony aspects
• Manage the use and update of telephony and workforce management software
Reporting: (25%)
• Establish and manage the CRC reporting process
• Ensure CRC and other key data collection for reporting
(Finance, HR, Marketing, Supply chain)
• Report adapted figures including workload trends, staffing requirements
and key performance results to the different audiences
(CS, TL, Local Mancom and HQ) to build recommendations.
Qualifications
Qualifications
- Minimum of 2 years experience in a similar environment
- Experience with a high end clientele would be a great asset;
- Ability to manage priorities and problem solving skills;
- Customer oriented and customer service oriented;
- Excellent communication skills;
- Fluently bilingual both written and spoken (French and English);
- Proficiency with computer tools.
Summary
Working Conditions:
You will work from Monday to Friday (up to 8pm in the evening)
You will take a French/English language test
You must have a high speed internet connection
#RN3
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 accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more
