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Contact Center Leader

2 weeks ago

Randburg, Gauteng, South Africa Nestlé SA Full time

Nespresso Contact Center Job Description

We are seeking a highly motivated and experienced Contact Center Leader to join our team. As a Contact Center Leader, you will be responsible for leading our Contact Center operations, ensuring excellent customer service and sales performance.

About This Role

As a Contact Center Leader at Nestlé SA, you will be responsible for developing and implementing strategies to drive contact center performance and customer satisfaction. You will also be responsible for leading cross-functional teams to achieve business objectives and improve operational efficiency.

Key Responsibilities

  • Develop and implement strategies to drive contact center performance and customer satisfaction.
  • Lead cross-functional teams to achieve business objectives and improve operational efficiency.
  • Collaborate with various departments to deliver a consistent customer experience and optimize sales focus.
  • Manage budgets and perform market benchmarks on customer service practices to stay ahead of industry trends.
  • Ensure effective communication and alignment with all Nespresso Channels and collaborate with Outsourcing and Quality stakeholders to ensure compliance with brand standards and regulations.

Requirements

  • Completed Matric and or Degree/Diploma in a relevant field (Business Management, Customer Service).
  • Minimum of 5 years of experience in a call center position with proven experience in Contact Center Management or a related role.
  • Strong leadership and people management skills, with the ability to drive continuous improvement and deliver results.
  • Excellent communication and interpersonal skills, with knowledge of customer service best practices and industry trends.

What We Offer

We offer a dynamic and inclusive work environment, where employees are empowered to grow and develop their careers. Our company values diversity, inclusion, and belonging, and we celebrate individuality and uniqueness.