Overview

Nestlé CRC Site Performance Manager – NESPRESSO CANADA Full Time in Montréal, QC

Nestlé

Branch Montréal QC CA

Position:
CRC Site Performance Manager – NESPRESSO CANADA
Location:
Montréal, QC

Basic knowledge in project management. Previous training and knowledge management experience. Interface with the Management and other services….

Nestlé Nespresso S.A. is the market leader in premium portioned coffee and one of the fastest growing operating businesses of the Nestlé Group.

JOB MISSION:
To head up and motivate the team, train its members and evaluate their performance, organize the CRC with a view to maintaining and improving the standard of service provided to customers. The CRC Site Manager is the guarantor of customer satisfaction, as defined by the Nespresso vision.

KEY RESPONSIBILITIES:
Maintain and improve service standards

·

Transmit and apply the overall marketing vision of Nespresso

·

Regularly evaluate the quality of the service provided to customers

·

Guarantee proper working and quality of the service through capacity planning and forecasting

·

Manage relationship with partners (printer, carrier, telephone company)

Supervise and optimize Site organization

·

Make sure, in

compliance

with

the

service

guidelines, that the Site responds flexibly to customers’ expectations and optimize the service if necessary

Head up, motivate and manage the team

·

Define and allocate tasks, define each individual’s responsibility level

·

Follow-up recruitments and make sure international and national training program are well implemented

·

Motivate the team and apply local incentives

·

Fix

targets

for

each

member

of

the

team,

monitor

and

assess

their performance

Organize and direct Customer Follow-up

·

Define transverse projects

·

Coordinate activities of the different customer portfolios

Manage the Site budget

·

Take part in definition of the budget with the Club Manager

·

Make sure that the allocated sums are used to best effect

·

Ensure proper controls are in place to manage tariffs and free movement codes

Interface with the Management and other services

·

Cooperate with the Club Manager in drawing up sales volume and work volume forecasts

·

Cooperate in the definition of the Club’s future by facilitating information feedback to headquarters and taking part in various projects; information circulation, new platform and services implementations

·

Ensure to compliance and adherence to CRC assessments and audits

REQUIREMENTS :
Experience & languages

·

Bachelor’s Degree in operations management or related field or related experience

·

8-10 years of relevant call center management

·

Relevant experience managing Customer Service Supervisors

o

Preferably in a call center environment

·

Proven track record in Call Quality improvement

·

Proven track record in people development and coaching

·

Proven track regard in regards to budget planning & control, cost management

·

Previous training and knowledge management experience

·

Previous capacity planning and forecasting experience

·

Previous experience working with telephony systems,

preferably Avaya

·

Previous SAP Experience is considered an advantage

Technical and soft skills

·

English and French written and spoken are essential

·

Advanced knowledge in telephone business (equipment and software)

·

Basic knowledge in project management

·

Detailed knowledge with the Windows environment

·

Strong Leadership and People Management skills

·

Communication skills

·

Analytical skills (good with numbers, identify problems, trends and suggest solutions)

·

Plan, prioritize and manage time, resources, budgets etc.

·

Experience in CRC Management is mandatory

·

High level of fluency in English and the local language(s) (written and oral)

·

Strong team leader with strong people skills

Nespresso Canada, a division of Nestlé Canada!

Please note that only selected candidates will be contacted for an interview.

Visit www.nespresso.com to learn more about us

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2015-05-23
Posted by: