Nestlé: Call Center Supervisor with French And
2 meses atrás
We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector:
Nestlé Business Services.
The **Consumer Engagement Services Supervisor** reports to the Head of Consumer Engagement Services Europe Operations, and the main purpose of this position will be to plan and execute all operations for the market of reference, ensuring quality, relationship with stakeholders, and enriching brand reputation, and lead the team, with attention to people development and retention
**Main responsibilities**:
- Management of the team, monitoring the daily workload and making adjustments when necessary to ensure the adequate coverage of the different tasks and compliance with the procedures
- Ensures alignment of service delivery with all the guidelines set up for each Social Media Services line (eg. Digital News and Alerts and social media Quick Response) from each Brand
- Responsible of guiding and training the workforce, keeping them focus on the objectives, aligning the employees with the company’s Operational Master Plan (OMP)
- Planning, monitoring and reviewing the job contributions
- Monitor and measure performance and quality through all Social Media service lines, operations, processes and systems, ensuring results establish in SLAs and KPIs (eg. Productivity)
- Ensure the completion of onboarding processes and documentation of each business or market
- Proactively collaborate with internal key stakeholders and brands to discuss KPI results, create plan of actions and discuss ideas of improvement of the service to try to better the practices and technologies used
- Drive continuous improvement projects and transition activities
**Ideal profile**:
- **Fluent level in French is mandatory, German is a plus**:
- **Advanced Knowledge in English**:
- Experienced in leading teams, proven history of training, coaching and mentoring
- Experience working in a major BPO or Consumer Engagement environment
- Experience managing full remote teams
- Previous knowledge on Consumer Handling
- Experience using help desk software and remote support tools
- Knowledge of CRM systems and social media/Community Management
- Experience in issues management and ability to handle stress
- Excellent communication skills
- Focus on brand reputation and good customer service
- Ability to work in Matrix organization and high level of stakeholder service orientation
- Results driven leadership style, challenging status quo mindset
**We offer**:
- Direct contract with our client.
- Competitive salary and annual bonus according to your performance.
- Flex Benefits - you can chose what benefit is more suitable to you.
- Hybrid work schedule
- Career progression and possibilities for International Career.
- Initial and continuing training.
**We're waiting for you**- //pt.Gigroup.Com/politica-de-privacidade/._
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