Contact Center Supervisor

**Integrated Marketing Services Supervisor**

**POSITION SNAPSHOT**
Location: Cairo, Egypt

Company: Nestlé

Full-time

Experience in IMS, Marketing or in Sales at Nestlé or equivalent FMCG preferred.

Bachelor Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.

Experience working in cross functional teams is a plus.

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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.

You will be accountable for the overall operational excellence and delivery of Nestle Professional and Consumer Engagement teams (Contact Centers) across projects and service lines. Responsible for evolution of service lines in collaboration with solution leads and other NBS centres. Managing team members and workstreams to bring value to the business by ensuring consistent first time right service delivery. Identifying, analyzing, solving and presenting viable integrated solutions to address business problems.

**A DAY IN THE LIFE **
- Monitors the daily workload of team members and adjusts ensure adequate coverage and that correct procedures are followed
- Responsible for coordinating: orientation, training, assignment, coaching, counseling, and disciplining workforce
- Responsible for administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Planning and reviewing compensation actions; enforcing policies and procedures
- Monitor and measure performance across channels, operations, processes, and systems
- Proactively collaborate with brands and internal stakeholders
- Ensures team is aligned with the company's Operational Master Plan (OMP)
- Responsible in ensuring that all agreed SLAs and KPIs are met
- Ensures critical roles and activities have backups
- Drives continuous improvement
- Drives transition activities
- Ensures alignment of service delivery with all the guidelines set up for each service line in scope. following Brand rules with timeliness, accuracy, and consistency
- Run regular governance calls with key stakeholders
- Ensures the completion of onboarding process and documentation of each business or market
- Runs internal quality check of submitted outputs for all Social Media service lines to ensure the consistent quality of work.
- Contributes ideas and strategy on each service lines to improve process, technology, ways of working, and best practices
- Facilitates monthly governance calls with partner markets discussing KPI results, action items, forecasted volume, and sharing of possible improvement on the service or process.
- Ensures productivity targets are met

**ARE YOU A FIT?**
- Experienced in leading teams, proven history of training, coaching, and mentoring
- Knowledge of CRM systems
- Previous experience on Consumer/Customer Contact Center Handling
- Results driven leadership style, challenging status quo mindset
- Social Media /Community Management expertise
- Experience in managing issues and crisis
- Excellent communication skills in required native language (English and Arabic, French is a plus)
- Excellent consumer focus & consumer service ethos
- Innate passion for brand reputation building
- Ability to learn quickly and retain information (product knowledge, tone of voice, processes )
- Ability to work in Matrix organization and high level of stakeholder service orientation
- High analytical skills and insightful