Nestle

Consumer Engagement Services Operations Lead

Nestle

full-time

Posted on:

Location Type: Hybrid

Location: Braga • 🇵🇹 Portugal

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Job Level

Senior

About the role

  • Build and lead an efficient operation
  • Manage operations to ensure they deliver a seamless customer experience and meet the business objectives
  • Build brand attachment creating visible identification with the Nestlé brands
  • Follow a clear governance with the markets/categories
  • Share best practices and innovation ideas among operations
  • Identify improvement areas at the operations and create a roadmap to track implementation and impact
  • In collaboration with the Performance Lead, constantly benchmark in- and outsourced activities to challenge both the vendor and the internal operations to raise the bar of quality and efficiency, creating a healthy competition
  • Ensuring that the contact center is adequately always staffed with the right number of agents, and that resources are allocated optimally to meet customer demand
  • Monitor the budget with the help of the dynamic forecast produced by the Workforce Manager
  • Continuously strive to balance cost and quality, evaluating them with key metrics
  • Anticipate the budget impacts on the short and mid-term and roadmap
  • Perform target appraisals and development plans in line with the PDP process, empowering team members to lead their own career development
  • Recognize talents and encourage team members to develop themselves with the available tools (training, job enrichment and networking)
  • Participate in recruitment process of new team members, leading interviews and validating new hires with HR
  • Address team members performance and/or behavior issues in a timely and fair way, in line with the Nestlé Leadership Framework.

Requirements

  • Advanced Spoken and Written Knowledge of English
  • Experience in leading Consumer Engagement/Contact Center Operations
  • Experience managing International Stakeholders
  • Ability to influence people and understand their needs and drives
  • Ability to predict and plan future need based on yearly trends, and other factors
  • Act as a brand ambassador.
Benefits
  • Development of expertise in Nestlé’s Shared Services Business
  • Immersion in a culturally diverse team
  • Local and International Exposure
  • Flexible working environment
  • Engagement and wellbeing activities
  • Competitive salary and annual bonus according to your performance
  • Meal Card
  • Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you
  • Make part of the Nestlé Club and get discount in several partners
  • Company laptop and other equipment according to professional needs
  • Medical Support available at the Office
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for International Career

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Consumer EngagementContact Center OperationsBudget ManagementPerformance Development PlansWorkforce ManagementBenchmarkingQuality EvaluationRoadmap CreationTalent Recognition
Soft skills
LeadershipInfluencingTeam DevelopmentCommunicationProblem SolvingCustomer Experience ManagementCollaborationEmpowermentConflict Resolution