NHS Contact Center Supervisor

4 days ago

Meycauayan, Central Luzon, Philippines Nestlé USA Full time ₱350,000 - ₱700,000 per year

POSITION SNAPSHOT

Location: Open slots for Meycauayan, Bulacan, PH

Company: Nestlé Business Services

Full-time

Bachelor's Degree

Position Summary

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A day in the life...

The Contact Center Supervisor will be accountable for the overall operational excellence and delivery of Nestle Health Science Contact Center. Manage the staff of the contact center while putting a focus on training and monitoring the production of colleagues. Furthermore, the position entails conducting performance reviews with colleagues, as well as managing call escalation via the Manager's Queue.

  • Driving service and solution evolution and developing expertise, cross-functional alignment (MSE, Market, Function, GMB, Zone, Agency, NGBS) as an extension of the solution lead. Leading implementation of new ways of working across centers for specific projects or service lines.
  • Managing relationships with key business partners in the market, business or HQ. Ensuring partner expectations are met and exceeded through service orientation, Total Service Quality etc.
  • Process management. Direct daily operations of the Telesales/ECommerce/Customer Service Colleagues; act as senior management representative while running the shift. Ensure superior customer service is delivered.
  • Offer techniques to agents for upselling and cross-selling products in both inbound sales and customer service calls. Provide guidance to agents for directing and handling escalations via phone, e-mail or chat. Help with resolving customer inquiries, including taking customer escalations using tact and diplomacy to de-escalate calls.
  • People management, coaching, mentoring. People development. Objective setting and alignment with OMP. Control/feedback/recognition of objective achievement.
  • Staffing/Recruitment. Talent management.
  • Aligning and implementing needed actions supporting planned transitions and inflows. Creating proposals for scope increase and ensuring social/digital best practices are included.

What Will Make You Successful

  • University Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.
  • At least 4 years of experience working in a contact center environment, preferably with 2 years in a lead role in telesales and customer service
  • Day-to-day supervisory support in a contact center/ACD environment including service levels and individual employee performance.
  • Coaching and providing performance feedback to associates.
  • Strong knowledge of contact center systems, policies, and procedures.
  • Open to shifting schedules

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