Foods you love. Brands you trust. And a career that empowers you to grow. 
 
At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity – and responsibility – to be there for every moment in our consumers’ lives.

Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive.
 
This position is not eligible for Visa Sponsorship.

Overview:

As the Supervisor of Contact Center Management, you will lead a dedicated frontline team within the Nutrition CES PRC organization, acting as the brand's voice for our consumers, caregivers, and healthcare professionals. This critical role focuses on engaging effectively with stakeholders by addressing inquiries, managing complaints, and acknowledging praise. The ideal candidate will cultivate a culture of trust, transparency, and collaboration within their team, while driving performance and delivering exceptional service.

Key Responsibilities:

Team Leadership

• Lead a dynamic team of CES PRC employees as they support Nestlé Nutrition & Nestle Health Science brands across various channels, including SMS text, live chat, email, calls, WhatsApp, and social media.
• Strategically plan and prioritize team activities to motivate, inspire, and guide team members in achieving performance targets and organizational objectives.
• Delegate tasks effectively, empowering team members to take initiative in problem-solving and decision-making.
• Set and communicate ambitious goals, holding team members accountable to drive business success.
• Continuously evaluate team performance and identify opportunities for improvement in processes and workflows.
• Address escalations from consumers, caregivers, or medical professionals promptly to enhance consumer loyalty.
• Support the team in driving sales and market share through outstanding customer service, expert advice, nutrition education, and tailored solutions.
• Oversee and facilitate eCommerce initiatives, product transactions, and the management of quality incidents in compliance with FDA and Nestlé requirements.
• Demonstrate advanced competency in critical technologies and systems, including CRM Salesforce Engage OMNI, Product Information, and Consumer Data Privacy management.
• This position may require availability for a 24/7 engagement center, including holidays, evenings, and weekends.

Talent Management

• Lead by example, inspiring and motivating direct reports to exceed high-performance targets.
• Clearly communicate expectations and provide consistent feedback through a robust performance management process, collaborating with each team member to evaluate performance and identify training needs.
• Partner with direct reports to develop tailored development plans, coaching the team to achieve mutually agreed-upon objectives.
• Participate in talent recruitment and selection processes to build a high-performing team capable of driving business success.
• Foster a culture of sharing best practices to enhance team performance.

Qualifications/Certifications

• High School Diploma or GED required. Associate or bachelor’s degree preferred.
• Ability to adapt swiftly to change and deliver results.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication, along with strong interpersonal skills.
• Proven ability to prioritize workload, manage projects independently, and handle multiple tasks while meeting strict deadlines.

Critical Experiences

• Minimum of 3 years of demonstrated experience in a contact center or customer service environment.
• Minimum 2 years demonstrated leadership experience required; people leadership preferred.
• Strong understanding of team goals and business drivers within the organization.
• Proven problem-solving and analytical capabilities, with a talent for developing creative and non-traditional solutions to complex challenges.

It is our business imperative to remain a very inclusive workplace.
 
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.
 

The Nestlé Companies are equal employment opportunity employers. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship. 

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition: 380412