Contact Center Supervisor

Position Snapshot

Nestlé Business Services LATAM | Asunción, Paraguay.

Integrated Marketing Services - Contact Center | Contact Center Supervisor

Available Shift: Monday to Friday from 08:00 to 18:00.

Advanced english is mandatory for this position.

Nestlé Business Services is looking for extraordinary people to join our world-class team.

In Paraguay we are two Nestlé units:

Nestlé Paraguay is the unit in charge of importing and distributing of all our 1# brands and they have been in the market for 23 years.

On the other hand, we are Nestlé Business Services Asunción, the Nestlé service center. We’ve been in the market since 2018. We provide Backoffice services as Supply Chain, Financial, HR, and Digital & Social Media to all Nestlé in LATAM from México down the map. Our clients are our colleagues.

We are a multicultural and diverse team of professionals. We are passionate about driving continuous improvement of processes with colleagues across the world. We care about delivering high quality services to support business agility and digital innovation.

If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining Nestlé Business Services!

Position summary

Creating an environment of transparency and trust with the teams in order to enhance the consumer experience through all Nestlé contact channels.

A day in the life of...

- To run a 24 by 07 Contact Center operation dedicated to Nestlé Latam, ensuring compliance with global SLA targets (quantitative and qualitative).
- People management (feedbacks, coaching, check-ins and trainings).
- Active participation in meetings with the markets, providing knowledge about the operation and aligning deliveries, volumes and procedures.
- Communicate and network at all times to ensure smooth flow of operations.
- Identify opportunities to enhance Consumer Experience, drive efficiency and cost effectiveness.
- Follow up the contact channels volumes taking actions together with the team to improve the indicators (by identifying the root cause).

What will make you successful

Experience running Contact Center Teams (Operational and Technology areas)
Understanding of process improvements, Customer Experience and Consumer Journey
People Management Skills
Stakeholder Management Skills
English Advanced Level
Excel Advanced level
Degree in Communication, Administration, Marketing, Nutrition or related areas (completed or ongoing)
Deep understanding of the Consumer Journey
Drive excellence on relevant operational KPIs
Capacity to develop people and accelerate carreers
Clear identification of oportunities in the process flow and technology to digitalize brand experience in our official channels
Creativity to build a multi-channel team to support business needs and seasonalities
Communication, negotiation and analytical skills

Position Snapshot

Nestlé Business Services LATAM | Asunción, Paraguay.

Integrated Marketing Services - Contact Center | Contact Center Supervisor

Available Shift: Monday to Friday from 08:00 to 18:00.

Advanced english is mandatory for this position.

Nestlé Business Services is looking for extraordinary people to join our world-class team.

In Paraguay we are two Nestlé units:

Nestlé Paraguay is the unit in charge of importing and distributing of all our 1# brands and they have been in the market for 23 years.

On the other hand, we are Nestlé Business Services Asunción, the Nestlé service center. We’ve been in the market since 2018. We provide Backoffice services as Supply Chain, Financial, HR, and Digital & Social Media to all Nestlé in LATAM from México down the map. Our clients are our colleagues.

We are a multicultural and diverse team of professionals. We are passionate about driving continuous improvement of processes with colleagues across the world. We care about delivering high quality services to support business agility and digital innovation.

If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining Nestlé Business Services!

Position summary

Creating an environment of transparency and trust with the teams in order to enhance the consumer experience through all Nestlé contact channels.

A day in the life of...

- To run a 24 by 07 Contact Center operation dedicated to Nestlé Latam, ensuring compliance with global SLA targets (quantitative and qualitative).
- People management (feedbacks, coaching, check-ins and trainings).
- Active participation in meetings with the markets, providing knowledge about the operation and aligning deliveries, volumes and procedures.
- Communicate and network at all times to ensure smooth flow of operations.
- Identify opportunities to enhance Consumer Experience, drive efficiency and cost effectiveness.
- Follow up the contact channels volumes taking actions together with the team to improve the indicators (by identifying the root cause).

What will make you successful

Experience running Contact Center Teams (Operational and Technology areas)
Understanding of process improvements, Customer Experience and Consumer Journey
People Management Skills
Stakeholder Management Skills
English Advanced Level
Excel Advanced level
Degree in Communication, Administration, Marketing, Nutrition or related areas (completed or ongoing)
Deep understanding of the Consumer Journey
Drive excellence on relevant operational KPIs
Capacity to develop people and accelerate carreers
Clear identification of oportunities in the process flow and technology to digitalize brand experience in our official channels
Creativity to build a multi-channel team to support business needs and seasonalities
Communication, negotiation and analytical skills

Asunción, PY, 1749