Nespresso Call Center Outsourcing Manger

Nestle; Brussel; Hybride; EUR 85 000 - 125 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

International role

Résumé du poste

Nestlé’s Nespresso Call Center Outsourcing Manager role is based in Belgium, with a hybrid office/home arrangement. Start ASAP and focus on building partnerships with outsourced partners to deliver premium customer experiences. You will drive KPI improvements, budgeting, and cross-functional collaboration within the CRC team.

The position offers exposure across markets, opportunities for development, and involvement in AI-enabled digital improvements to customer service decisions.

Qualifications

• At least 2 years of team-leader experience in CRC or contact center.
• Experience managing outsourcing partners, budgets and contracts.
• Ability to interpret KPIs, dashboards and customer service metrics.
• Strong stakeholder management and cross-functional collaboration.
• Fluency in English; French and/or Dutch are assets.
• Interest in AI and digital innovation to improve operations.

Responsabilités

• Lead relationships with outsourced customer service partners to ensure premium experience.
• Define, monitor and improve KPIs related to service levels and productivity.
• Identify improvement opportunities and drive corrective actions with stakeholders.
• Act as the key interface between Nespresso and outsourcing partners.
• Support deployment of operational projects and knowledge transfer.
• Monitor compliance with Nestlé standards, policies and contractual requirements.
• Manage outsourcing budgets, forecasts and cost-efficiency initiatives.

Connaissances

Team Leadership

KPIs & Dashboards

Vendor Management

Budget Oversight

Stakeholder Management

Negotiation

Change Management

English Fluency

French Proficiency

Dutch Proficiency

Description du poste

Nespresso Call Center Outsourcing Manger

Position overview

Business: Nespresso

Contract Type: Permanent

Start Date: ASAP

Position summary. Every interaction with a Nespresso customers matters. Behind every great customer experience is a network of people, processes and partners working together seamlessly. As Outsourcing Manager, you will be at the center of it all, building strong partnerships, influencing without direct authority and driving continuous improvement. Your mission is to ensure our outsourced customer service operations consistently deliver the premium experience that defines Nespresso.

A day in the life of a Nespresso Call Center Outsourcing Manger

• lead relationships with outsourced customer service partners to ensure operational excellence and a premium customer experience;
• define, monitor and improve KPIs related to service levels and productivity, whilst also overlooking quality and customer satisfaction;
• identify improvement opportunities and drive corrective action plans with internal and external stakeholders;
• act as the key interface between Nespresso and outsourcing partner(s), ensuring alignment and collaboration;
• support the implementation of operational projects and service enhancements ;
• Coordinate effective knowledge transfer, training and adherence to Nespresso processes;
• monitor compliance with Nespresso standards, policies and contractual requirements;
• manage outsourcing budgets, forecasts and cost-efficiency initiatives, while providing performance insights to leadership.

As a Nespresso Call Center Outsourcing Manager you report to the CRC Manager and are part of the Customer Relationship Centre (CRC) team of Nespresso BELUX.

What will make you successful

• at least 2 years of experience at Team Leader levelin a Customer Relationship Centre (CRC), contact center or customer oriented environment, with knowledge of operational performance, productivity and quality drivers;
• and/or experience managing outsourcing partners or external service providers, including governance, budget oversight, contract and relationship management;
• ability to assess, interpret and challenge performance through KPIs, dashboards and customer service metrics;
• proven stakeholder management and cross-functional collaboration skills in a complex environment;
• strong influencing and negotiation skills, with the ability to drive results without direct authority;
• proactive, hands-on mindset with a focus on continuous improvement, problem-solving and change management;
• fluency in English is required; French and/or Dutch are a strong asset, while Portuguese is a plus;
• interest in AI and digital innovation, leveraging data and technology to improve customer service operations and decision-making is an advantage.

What we offer

• a full-time position;
• hybrid working arrangements with flexibility between office and home working;
• opportunity for occasional business travel to Portugal;
• an attractive compensation and benefits package;
• an international role with high visibility across markets and functions;
• exposure to customer experience transformation and continuous improvement initiatives;
• excellent development opportunities within Nespresso and Nestlé;
• a collaborative and supportive culture focused on innovation and continuous improvement;
• the opportunity to contribute to one of the world's most recognized premium brands.

Respect is at the heart of Nestlé's culture, of which room for differences is an important part. Differences between people who buy our products and in our workplace. We believe it is important that everyone feels welcome and safe at Nestlé, regardless your gender, religion, cultural background, age, disability or who you love. We are convinced that diversity leads to more creativity and innovation and moves our organization forward. That is why we actively work to create a culture and leadership that offers equal opportunities for all!