Position Snapshot

Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Services AOA, Inc.
Full-time

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 of...

Leads the team to ensure that performance consistently delivered at the highest possible level
 Ensure that team follows established procedures for each service request; include logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicator, Service Level Agreements and quality standards to maximize customer satisfaction
Ensures that all queries are being worked on to come to a resolution within the expected turnaround time
Ensures that escalations and dispatches are properly done by the team according to set policies and guidelines
Provide resolution to escalated issues/concerns by recommending actions and/or coordinating with other Tier levels, departments, or management
Ensures that each member of the team adheres to company policies and guidelines and carry out disciplinary actions if necessary
Audits transactions of the team and assess to identify and address areas for improvement in line with Quality initiatives
Supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of operation of the Contact Center
Monitors team performance assesses the performance of each individual team member and scores them in line with the company’s performance evaluations. Assessments are to be done on a regular basis tracking the progress of each individual and setting new goals as needed
Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implement those improvements to the satisfaction of internal and external customers
Ensures that Best Practices and Compliance/Controls are implemented, monitored and sustained
Improves opportunities activities and processes continuously to increase efficiency in the workplace
Review and Approve updates on Process Documentation (Standard Routines) on any procedural and informational changes

What will make you successful

• Bachelor's Degree

• High knowledge in Contact Center metrics and methodologies

• 1 to 2 years supervisory work experience in the BPO industry, preferably on HR Service Center

• Able to work on any shift