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Customer Relationship Center Supervisor

Customer Relationship Center Supervisor

Nespresso is on a mission, through uncompromising choices, to bring exceptional and sustainable coffee to your home. With every cup, we elevate coffee moment into a movement, with taste and purpose. Cultivating coffee as an art, to grow the best in each of us. 

Position Snapshot

Job title: CRC Supervisor
Schedule: Fulltime  
Location: Headoffice, Montreal

Benefits

•    Competitive wage + Annual Bonus 
•    Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer’s contribution, mental health coverage and Health Spending Account) 
•    Free coffee machine + Monthly Nespresso credit  
•    Exclusive employee discounts  
•    Excellent training and development programs 
•    Growth opportunities  
•    Free unlimited coffee during working shifts 
•    And much more!! 

Position Summary

The Team Leader is responsible of a team of 8 to 12 Coffee Specialists. Depending on the complexity of the activity handled by the team, the Team Leader will guide and motivate their team. The Team Leader will ensure that their team gives the required service level to the customer and is in line with the Nespresso quality and service standards. The person in this role is responsible with the Club Management to reach the standards of quality of service regarding incoming or out coming contacts to our Club members. The Team leader will contribute as well to the Club projects destined to improve the Club services.

A day in the life of...

  • Motivate and manage the team to achieve Best in Class and Sustainable Service Levels;
  • Fix business and personal development targets for each member of the team, monitor, assess and act as a coach to help deliver superior results;
  • Deliver monthly performance reviews (agent scorecard);
  • Contribute towards the evolution of the team operations in keeping with our growth, competitive advantages;
  • Ensure efficient communication across teams/departments and harness feedback for effective decision making;
  • Be an ambassador of the Brand, our vision and Company values;
  • Guarantee efficient communication with team to keep them informed about new activities, events, product launches, and promotions offers;
  • Work with other supervisors/Team Leaders, analysis and support positions to establish and mange priorities;
  • Listen or read Coffee Specialist communications/answer and evaluate their quality;
  • Control quality of customer data entered by team in system;
  • Conduct Coffee Specialist performance reviews and administer rewards(annual);
  • Execution of Club Relation Customer Operations Guidelines.

What will make you successful

•    Must be bilingual in French and English  
•    Demonstrated ability to prioritize and plan multiple priorities 
•    Strong team-building skills with a history of effective team coaching and development 
•    Effective time management, communication, problem-solving and analytical skills 
•    Passionate about coffee and sustainability 
•    Experience in customer service/experience environment
•    At least 3 years experience in people management 
•    Experience in leading change management
•    Experience in performance management
•    Experience in management of outsourcing operations (asset)

Nespresso is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nespresso will work with you to ensure that you are able to fully participate in the process. 

 

Candidates will be considered as they apply.

 

Nespresso Canada, a division of Nestle Canada! 

Nespresso is on a mission, through uncompromising choices, to bring exceptional and sustainable coffee to your home. With every cup, we elevate coffee moment into a movement, with taste and purpose. Cultivating coffee as an art, to grow the best in each of us. 

Position Snapshot

Job title: CRC Supervisor
Schedule: Fulltime  
Location: Headoffice, Montreal

Benefits

•    Competitive wage + Annual Bonus 
•    Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer’s contribution, mental health coverage and Health Spending Account) 
•    Free coffee machine + Monthly Nespresso credit  
•    Exclusive employee discounts  
•    Excellent training and development programs 
•    Growth opportunities  
•    Free unlimited coffee during working shifts 
•    And much more!! 

Position Summary

The Team Leader is responsible of a team of 8 to 12 Coffee Specialists. Depending on the complexity of the activity handled by the team, the Team Leader will guide and motivate their team. The Team Leader will ensure that their team gives the required service level to the customer and is in line with the Nespresso quality and service standards. The person in this role is responsible with the Club Management to reach the standards of quality of service regarding incoming or out coming contacts to our Club members. The Team leader will contribute as well to the Club projects destined to improve the Club services.

A day in the life of...

  • Motivate and manage the team to achieve Best in Class and Sustainable Service Levels;
  • Fix business and personal development targets for each member of the team, monitor, assess and act as a coach to help deliver superior results;
  • Deliver monthly performance reviews (agent scorecard);
  • Contribute towards the evolution of the team operations in keeping with our growth, competitive advantages;
  • Ensure efficient communication across teams/departments and harness feedback for effective decision making;
  • Be an ambassador of the Brand, our vision and Company values;
  • Guarantee efficient communication with team to keep them informed about new activities, events, product launches, and promotions offers;
  • Work with other supervisors/Team Leaders, analysis and support positions to establish and mange priorities;
  • Listen or read Coffee Specialist communications/answer and evaluate their quality;
  • Control quality of customer data entered by team in system;
  • Conduct Coffee Specialist performance reviews and administer rewards(annual);
  • Execution of Club Relation Customer Operations Guidelines.

What will make you successful

•    Must be bilingual in French and English  
•    Demonstrated ability to prioritize and plan multiple priorities 
•    Strong team-building skills with a history of effective team coaching and development 
•    Effective time management, communication, problem-solving and analytical skills 
•    Passionate about coffee and sustainability 
•    Experience in customer service/experience environment
•    At least 3 years experience in people management 
•    Experience in leading change management
•    Experience in performance management
•    Experience in management of outsourcing operations (asset)

Nespresso is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nespresso will work with you to ensure that you are able to fully participate in the process. 

 

Candidates will be considered as they apply.

 

Nespresso Canada, a division of Nestle Canada! 

Montreal, CA

Montreal, CA

Apply now »