Contact Center Coordinator

Description

Job Summary: The Experience Center Supervisor leads a team, optimizes processes, and ensures high-quality service with a strong focus on customer experience. Key Highlights: 1. Leadership in customer service and team management 2. Focus on process optimization and improvement of customer experience 3. Diverse, inclusive, and innovation-focused work environment Nestlé has been present in 99% of Brazilian households for 100 years. As the world leader in food and beverages, Nestlé operates in 190 countries with the purpose of unlocking the power of food to enhance quality of life for everyone, today and for generations to come. Interested in learning more about Nestlé? Visit our website to explore our history, values, and social commitments: https://www.nestle.com**Position Summary****Location:** NBS Ribeirão Preto**Area/Stream:** HRBS – Process Optimizer**Reports to:** Service Process Optimizer Supervisor**Shift:** 08:00 – 17:40**Employment Type:** Hybrid \- Ribeirão Preto/SP **A Day in the Life of...** The ideal candidate for this position has experience in customer service leadership, strong analytical skills, proficiency in CRM tools, and the ability to effectively manage high-pressure situations. Flexibility, adaptability, and a customer-centric mindset are essential for success in this role. **Key Responsibilities** The Experience Center Supervisor is responsible for overseeing daily operations, managing interactions with people, and leading a team to ensure high-quality service. This role involves monitoring key performance metrics, handling escalations, optimizing processes, and collaborating with other departments to improve people’s experience.. **What Will Contribute to Your Success?** * Detail-oriented and analytical; * Proactive and service-oriented; * Adaptable; * Strong communication and team management skills; **Required Qualifications** * Bachelor’s degree in Business Administration or related fields; * Advanced English preferred (intermediate is mandatory); * Intermediate Excel required; * Knowledge of CRM tools; * Spanish is a plus; * Interpersonal communication skills; * Ability to work in a multifunctional environment; We are a diverse, inclusive company with multiple perspectives and innovative ideas, investing in Digital Transformation and valuing innovation—both in our products and in our ways of working. A company that respects its people and cares deeply about the well-being of its employees. If it feels right, we do it!