Contact Centre Operations Unit Manager

Lead, Innovate, Inspire: Join Us as a Contact Centre Operations Unit Manager and Elevate the Customer Experience

Committed to sustainability & B-Corp certified
Flexible Schedule to Support your Work-Life Balance
Share your passion for coffee!

Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.


We have an exciting opportunity for an experienced CRC Unit Manager to join our Nespresso Contact Centre Team, based at Nestle Rhodes. The CRC Unit Manager is responsible for delivering on business targets and constantly improving both performance and CX. As a member of the CRC Leadership Team, you will support the market strategy and targets, deploying at CRC level.


We are looking for a passionate and CRC Unit Manager who will ...

Collaborate with the CRC Manager to align on strategy and action plans, ensuring a constant focus on performance and quality with CRC support functions (Workforce, CX & Training, Projects).
Promote and adhere to the CRC strategy by translating objectives and operational plans into practical projects and actions for direct reports and offshoring management.
Work cross-functionally with e-Commerce, Finance, Marketing, and Sales to understand B2C and B2B strategic needs and implement them in the CRC to ensure a competitive service experience.
Drive CRC sales and service excellence to support B2C and B2B business growth, lead the strategic management of partners, and participate in the local outsourcing strategy. Set operational priorities and performance standards.
Equip direct reports with tools and approaches to build business cases, assess improvement initiatives, and calculate ROI from their implementations.

In this role, you will bring efficiency and effectiveness to outsourced activities, ensuring best-in-class and sustainable customer satisfaction by proactively identifying and sharing best practices, and overseeing and delivering a consistent customer experience both internally and externally within the CRC.

Your responsibilities will include:

Influence and coach the internal CRC team (up to 14 people) and external team (up to 100 people) to achieve best-in-class and sustainable service levels.
Focus on First Contact resolution, proactively suggesting and implementing contact avoidance strategies for B2C and B2B customers.
Propose ideas for customer satisfaction improvement and introduce proactive sales approaches with outsourcing agents.
Ensure achievement of service standards, management systems, people, and strategy implementation through projects.
Optimize local end-to-end CRC B2C business processes, ensuring cross-functional alignment with other functions (F&C, TQM, Marketing, Operations, CRM, E-Commerce) for a best-in-class service experience.
Drive continuous improvement of processes, tools, and capabilities, ensuring effective implementation and monitoring their impact on customer experience.
Enhance B2C and B2B customer loyalty and satisfaction by identifying and executing a service experience adapted to their expectations.
Set business and personal development targets for each team member, acting as a coach to help deliver superior results.
Lead and develop 1 Team Leader and 3 Support Operations Leads to achieve quantitative and qualitative objectives.
Collaborate closely with Planning & Reporting and CX and Training teams to establish and manage priorities on a daily, weekly, and monthly basis.

This role calls for a dynamic leader with proven strategic skills to drive CRC sales and service excellence, and to lead the strategic management of partners. You'll need to bring operational expertise in setting and challenging priorities and performance standards. Additionally, your experience in delivering a consistent customer experience both internally and externally within the CRC is crucial, with B2B and B2C experience being a valuable bonus.


How you will be rewarded…
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.

Receive a Nespresso machine, monthly credit for our products, and exclusive staff discounts across the Nespresso range
Annual bonus incentive program
Access to additional days of leave to support your health and wellbeing
Flexible working arrangements and the opportunity to work from home for 50% of your working hours
Exceptional training and continuous personal Development opportunities
Quarterly staff recognition through our GreatNes awards


Apply Now to begin your coffee journey with us!

Please note:
To be considered for this role you must have full working rights within the relevant location.
Applicants will be required to undergo pre-employment checks, including but not limited to health checks, prior to appointment to this role.

People are at the heart of our success – all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.