Nespresso Team Lead
Há 1 mês
About the Role:
Nestlé Business Services (NBS) is seeking a highly skilled Team Lead to join our CRC team. As a Team Lead, you will be responsible for leading a team of CRC Coffee Specialists, overseeing day-to-day customer contacts, and ensuring high-quality standards and service for the Nespresso Brand.
Key Responsibilities:
Lead a team of CRC Experts to provide high-quality business goals, role modeling, and team management, including effective training and development of a high-performance team.
Serve as a brand ambassador to motivate, engage, and inspire staff and contribute to continuous improvement projects, being the key enabler between CRC management and frontline teams.
Ensure effective and efficient communication with CRC Experts to keep them informed about new activities, events, product launches, and promotional offers.
Contribute to customer retention through proven and customized solutions as well as through new solutions by supporting internal customers.
Propose appropriate solutions for Customers and/or CRC Specialists.
Ensure that the team understands and appropriately uses relevant offers and promotions.
Monitor and analyze performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams.
Actively collaborate with CRC support functions (Traffic and Workforce, Quality, Second Level) to systematically identify areas and levers of improvement to improve customer experience and CRC efficiency.
Ensure that Nespresso HR's people management principles, policies, and processes are enforced.
Resolve performance and/or behavior issues of team members in a timely and fair manner in accordance with the Nestlé Leadership Framework.
Requirements:
One- or two-years' Experience in Customer Facing as Team Leader (mandatory)
Clear communication skills (including telephone, written label)
Conflict management
Coaching training as an asset
Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
Domain in telephony systems (Genesys or other similar)
Proficiency in Portuguese.
Proficiency in English is an asset
Multitasking
Strong work ethic and respectfulness required.
Labor legislation as an asset
What We Offer:
At NBS, we prioritize the well-being and professional growth of our team members. Joining NBS will provide you with:
Development of expertise in Nestlé's Shared Services Business.
Immersion in a culturally diverse team.
Local and International Exposure.
Flexible working environment.
Engagement and well-being activities.
Competitive salary and annual bonus based on performance.
Flex Benefits - Choose benefits that suit you best.
Membership in the Nestlé Club with discounts at several partners.
Free coffee (and good coffee) at the office.
Company equipment tailored to professional needs.
Medical Support available at the Office (in Linda a Velha).
E-learning courses and training programs to help you achieve your career goals.
Career progression and opportunities for International Career.
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