Senior Coffee Operations Lead

Há 1 mês

Braga, Braga, Portugal Nestlé Sa Tempo inteiro

Nestlé Business Services is a key player within the Nestlé Group, providing Supply Chain, Financial, HR, Digital & social media, and Consumer Engagement services to support Nestlé's engagement with millions of consumers worldwide. Our team comprises diverse and multicultural professionals who are passionate about digital innovation and dedicated to driving continuous process improvement.

We seek individuals who are eager to learn, team players, digitally-savvy, with an entrepreneurial mindset, and who thrive in a fast-paced, dynamic environment. If this resonates with you and you are looking to join a business where you can truly add value, it's time to consider joining NBS.

**Position Overview:**

We are currently seeking a Senior Coffee Operations Lead at Nestlé Business Services. Reporting to the CRC Nespresso Operations Lead, you will be responsible for a team of CRC Coffee Specialists, overseeing day-to-day customer interactions, ensuring high-quality standards and service for the Nespresso Brand.

A Day in the Life:

You will lead a team of CRC Experts to provide high-quality business results, model excellent behavior, and manage teams effectively, including training and development of a high-performance team. As a brand ambassador, you will motivate, engage, and inspire staff, contributing to continuous improvement projects, and acting as the key enabler between CRC management and frontline teams.

You will ensure effective communication with CRC Experts, keeping them informed about new activities, events, product launches, promotional offers, and contribute to customer retention through proven and customized solutions. You will propose appropriate solutions for customers and/or CRC Specialists, ensuring that the team understands and uses relevant offers and promotions.

You will monitor and analyze performance based on clear expectations, taking into account quality and efficiency metrics, comparing them with other CRC teams. You will actively collaborate with CRC support functions (Traffic and Workforce, Quality, Second Level) to identify areas and levers of improvement, enhancing customer experience and CRC efficiency.

You will enforce Nespresso HR's people management principles, policies, and processes and resolve performance and/or behavior issues of team members in a timely and fair manner according to the Nestlé Leadership Framework.

What Makes You Successful:

  • One- or two-years' Experience in Customer-Facing roles as a 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

Our 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
  • Immersive experience in a culturally diverse team
  • Local and International Exposure
  • Flexible working environment
  • Engagement and well-being activities
  • Competitive salary: $45,000 - $65,000 per year
  • 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
  • E-learning courses and training programs to help you achieve your career goals
  • Career progression and opportunities for International Career

Job Requirements:

Full-time/Hybrid mode

Fluent in Portuguese and English

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