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Consumer Engagement Services Quality/Trainer Lead

Consumer Engagement Services Quality/Trainer Lead

Position Snapshot

Location: Lisbon, Portugal
Company: Nestlé Business Services
Full-time

#NBSLisbonisHiring

Position Summary

The main purpose of the Consumer Engagement Performance Lead will be to lead a team, design and execute a global quality program that is aimed at making CES Europe operations significantly more reliable and geared to deliver excellent consumer experience.

A day in the life of...

  • Design quality and training program to measure the effectiveness of customer engagement across key channels (e.g., phone, email, chat) in a scalable manner, managing the budget and resources available
  • Define the execution knowledge plan and roadmap with clear milestones, owners, and timelines.
  • Participate in the early stages of the project, defining its impacts, change management scope and provide IT coaching to the employees to achieve the establish goals
  • Development of training and toolkits for managers to help coach through the various stages of adaption of the employees to the changes and deal with change-resistance
  • Keep track of the operations and communicate with the team for support in most effective way of problem solving
  • Responsible for maintaining all of the process documentation to make sure all the teams follow the guidelines and conduct health checks
  • Plan, develop and deliver Quality of Service (QS) and Regulatory Affairs (RA) trainings, evaluating the most effective method (eg. Classroom training, on-the-job trainings, workshops, etc.)
  • Analyze the training needs to develop appropriate programs
  • Engage Continuous improvement practices through the performances analytics and enable Innovation and automation to reduce manual work and human errors
  • Be responsible of building the relationship between the technologies used and automatized and people
  • Partner with leadership to address the issues that may occur in people managing and mentoring, communicating with transparency and soliciting for feedback, keeping track and providing effective solutions

 

What will make you successful

  • Advanced Spoken and Written Knowledge in English
  • Advanced Spoken and Written Knowledge in Portuguese, Spanish, French or German (is a plus)
  • Experience using help desk software and remote support tools
  • Knowledge of CRM systems
  • Previous knowledge on Consumer Handling and social media /Community Management
  • Experience in managing teams and adopt an effective result-driven leadership style
  • Capable of developing Training and Development strategies
  • Strong communication skills
  • Demonstrable excellence in 'change management' skills and learning agility
  • Capable of dealing with stress
  • Ability to work in Matrix organization and management of high-level stakeholders
  • Experienced in leading teams, proven history of training, coaching and mentoring
  • High analytical skills and insightful

 

What we offer

Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:

  • 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
  • Free coffee (and good coffee)
  • Company laptop and other equipment according to professional needs
  • Medical Support available at the Office
  • Free Shuttle
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for International Career

 

Position Snapshot

Location: Lisbon, Portugal
Company: Nestlé Business Services
Full-time

#NBSLisbonisHiring

Position Summary

The main purpose of the Consumer Engagement Performance Lead will be to lead a team, design and execute a global quality program that is aimed at making CES Europe operations significantly more reliable and geared to deliver excellent consumer experience.

A day in the life of...

  • Design quality and training program to measure the effectiveness of customer engagement across key channels (e.g., phone, email, chat) in a scalable manner, managing the budget and resources available
  • Define the execution knowledge plan and roadmap with clear milestones, owners, and timelines.
  • Participate in the early stages of the project, defining its impacts, change management scope and provide IT coaching to the employees to achieve the establish goals
  • Development of training and toolkits for managers to help coach through the various stages of adaption of the employees to the changes and deal with change-resistance
  • Keep track of the operations and communicate with the team for support in most effective way of problem solving
  • Responsible for maintaining all of the process documentation to make sure all the teams follow the guidelines and conduct health checks
  • Plan, develop and deliver Quality of Service (QS) and Regulatory Affairs (RA) trainings, evaluating the most effective method (eg. Classroom training, on-the-job trainings, workshops, etc.)
  • Analyze the training needs to develop appropriate programs
  • Engage Continuous improvement practices through the performances analytics and enable Innovation and automation to reduce manual work and human errors
  • Be responsible of building the relationship between the technologies used and automatized and people
  • Partner with leadership to address the issues that may occur in people managing and mentoring, communicating with transparency and soliciting for feedback, keeping track and providing effective solutions

 

What will make you successful

  • Advanced Spoken and Written Knowledge in English
  • Advanced Spoken and Written Knowledge in Portuguese, Spanish, French or German (is a plus)
  • Experience using help desk software and remote support tools
  • Knowledge of CRM systems
  • Previous knowledge on Consumer Handling and social media /Community Management
  • Experience in managing teams and adopt an effective result-driven leadership style
  • Capable of developing Training and Development strategies
  • Strong communication skills
  • Demonstrable excellence in 'change management' skills and learning agility
  • Capable of dealing with stress
  • Ability to work in Matrix organization and management of high-level stakeholders
  • Experienced in leading teams, proven history of training, coaching and mentoring
  • High analytical skills and insightful

 

What we offer

Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:

  • 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
  • Free coffee (and good coffee)
  • Company laptop and other equipment according to professional needs
  • Medical Support available at the Office
  • Free Shuttle
  • E-learning courses and training program to get you where you aim to be
  • Career progression and possibilities for International Career

 

Linda a Velha, PT, 2799-554

Linda a Velha, PT, 2799-554

Apply now »