Nestle Nespresso seeks strategic Call Center Operations Supervisor!!

Call Center Operations Supervisor, Nespresso North America

 

“An unforgettable experience," “the ultimate coffee experience”, “a perfect coffee every time”.  Nestlé Nespresso is looking for a Call Center Operations Supervisor for our Long Island City office to perform and oversee our Club Operations for the company while assisting the Club Director.

 

Nestlé Nespresso S.A. is the market leader in premium portioned coffee and one of the fastest growing operating businesses of the Nestlé Group. At the heart of the Nespresso concept is the trilogy: the hermetically sealed and perfectly portioned Grand Cru capsules with the large choice of high-quality coffees; the smart coffee machines; and the unmatched personalized services offered by the Nespresso Club.  Nespresso Business Coffee Solutions provides a range of portioned coffees, machines and services specially adapted to the needs of high-end restaurants, hotels and cafes; premium event caterers; customer care and other luxury outlets; first class travel; and offices. 

 

Position Responsibilities:

 

§ Supervise and optimize Call Center organization in terms of staffing and systems (Telephones & IT) Ensure perfect functioning of systems and tools (workforce mgmt, recording system, dialer).

§ Motivate and manage the team to achieve “Best in Class” and “Sustainable Service Levels” in keeping with the defined standards via coaching/training and development of business and personal targets to achieve both qualitative and quantitative results.

§ Define personnel needs, recruit, induct and train staff in collaboration with the Club Director

§ Set up and manage a dash-board for the Call Center in order to evaluate, benchmark and to seek continuous improvements towards meeting and exceeding Customer Service Levels.

§ Ensure efficient communication across teams/departments and harness feedback for effective decision making

§ Serve an ambassador of the Brand, our Vision and Company Values

 

 

Requirements:

 

The ideal candidate will have 5-7 years of Call Center experience as well as:

 

§ Advanced knowledge of  telephony systems (equipment and software)

§ Workforce management

§ Recording systems

§ Dialing systems

 

The ideal candidate must have proven leadership, project management and people management skills. We require strong knowledge of Microsoft Office, as well as excellent verbal and written communications skills. Experience in premium mail order and/or membership services business required.

 

If you’re interested in working for a truly global organization and meet the above criteria, please send your resume and cover letter with salary requirements to jobs.usa@nespresso.com .  Resumes without salary requirements will not be reviewed.  We offer a competitive compensation program; outstanding benefits; and a fun, high energy, entrepreneurial environment.

 

You can find more information about us at www.nespresso.com

 

EOE