Consumer Engagement Services Supervisor | English Speaker Position Snapshot
Location: Lisbon, Portugal
Full-time / Hybrid mode
Fluent in English
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 leading 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 for guiding and training the workforce, keeping them focused 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 established 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 plans of action and discuss ideas for 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 (written and spoken)
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 a 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 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 choose what benefit is more suitable to you
Make part of the Nestlé Club and get discounts in several partners
Free coffee (and good coffee)
Company laptop and other 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
Career progression and possibilities for International Career
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