Position Snapshot 

Position Summary 

The Consumer Engagement Services Supervisor reports to the Consumer Engagement Services Operations Lead. The main purpose of this position will be to plan and execute all operations for the market of reference, ensuring quality and relationship with stakeholders, while enriching brand reputation and lead the team with attention to people development and retention. 

A day in the life of... 

• Management of the team, monitoring the daily workload and making adjustments when necessary to ensure the adequate coverage of the different tasks and compliance with the procedures

• Ensures alignment of service delivery with all the guidelines set up for each Social Media Services line (e.g. Digital News and Alerts and social media Quick Response) from each Brand

• Responsible of guiding and training the workforce, keeping them focus on the objectives, aligning the employees with the company’s Operational Master Plan (OMP)

• Planning, monitoring and reviewing the job contributions

• Monitor and measure performance and quality through all Social Media service lines, operations, processes and systems, ensuring results establish in SLAs and KPIs (e.g. Productivity)

• Ensure the completion of onboarding processes and documentation of each business or market

• Proactively collaborate with internal key stakeholders and brands to discuss KPI results, create plan of actions and discuss ideas of improvement of the service to try to better the practices and technologies used

• Drive continuous improvement projects and transition activities

  
What will make you successful 

• Advanced knowledge in English and French (Mandatory)

• Experienced in leading teams, proven history of training, coaching and mentoring

• Experience working in a major BPO or Consumer Engagement environment

• Experience managing full remote teams

• Previous knowledge on Consumer Handling

• Experience using help desk software and remote support tools

• Knowledge of CRM systems and social media/Community Management

• Experience in issues management and ability to handle stress

• Excellent communication skills

• Focus on brand reputation and good customer service

• Ability to work in Matrix organization and high level of stakeholder service orientation

• Results driven leadership style, challenging status quo mindset

• High analytical skills

What we offer  

Here at NBS 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 us will bring you:  

• Development of expertise in Nestlé’s Shared Solutions 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 allowance card 

• Flex Benefits - at NBS you can choose what benefits are more suitable for you 

• Make part of the Nestlé Club and get discount in several partners 

• Free coffee (and good coffee) at the office 

• Shop with special discounts for employees 

• Company 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