Create, produce and distribute operational performance reports as required and specified by internal clients according to frequency as directed.
Monitor performance management deliverables to ensure completeness and accuracy, working with Operations teams as necessary to mitigate any issues.
Review ongoing performance management activities to identify and recommend automation and/or other process improvement opportunities.
Respond to ad-hoc requests by extracting, analyzing and interpreting data for management analysis and continuous improvement.
Proactively identify the need of data and reports to support and improve the information supply for the center.
Support MBS Incident Protocol Management (IPM) protocol through identification of performance issues and proactive communication.
Support Performance Management Capability team by documenting and maintaining metric calculations and reporting procedures, working to align global policies and procedures.
Deploy adequate procedures and controls to ensure high quality in all deliverables and appropriate management and Operations communication.
Support Performance Management peers in other geographic Service Centers as needed.
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
English - Proficiency (C2)
Personality requirements and skills
Strong customer service-orientation.
Self-directed, able to multi-task and manage fluctuating workload.
Attention to detail.
Sense of urgency and high operational excellence.
Strong technical and operations expertise in shared service center operations including, performance metric definitions, metric calculations, and contact center manpower planning.
Advanced Excel knowledge, MS Access and SQL is a plus.
Fluent English required (Spanish/French/Portuguese speaker preferred).
Strong work ethic and an ability to work flexible hours that can include evenings or weekends.
Brief description of the company
Mondelēz International, Inc. is one of the world´s largest snack companies.
Our dream is to create delicious moments of joy in everything we do. Over 100,000 employees support this dream by manufacturing and marketing delicious food and beverage products for consumers in approximately 165 countries around the world.
Mondelēz International holds the No. 1 position globally in Biscuits, Chocolate, Candy and Powdered Beverages.