**Contact Center Supervisor** **POSITION SNAPSHOT** Company: Nestlé Business Services Location: Cairo, Egypt. **Position Summary** **'The Supervisor is responsible for managing and overseeing day-to-day Contact Center operations, functions and duties ensuring adherence to global service level standards and metrics. They review, challenge, and evolve capacity models to ensure optimal utilization of resources. They drive and sustain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders, and acts as an escalation point and manages complaints as well as track solutions. As a Leader, they drive team engagement to encourage employees’ integration and commitment to the organization and empower the team to deliver the job efficiently so that each individual performs at par with the global standards; as well as nurture, inspire, and develop team members to grow in the organization.** **A Day in the Life …** **STAKEHOLDER MANAGEMENT:** Provides high quality and reliable service delivery, effectively manages stakeholder relationships and drives employee experience. Successfully deliver commitment to the stakeholder in accordance with the IBS Cairo and market specificities. **'ENSURE SERVICE DELIVERY:** Ensure timely delivery of all content-related activities using the IBS Content Management Model. Rotate across different markets within the Contact Centre due to business needs, to promote a robust back up system and maintain cross functional skill set of the Contact Centre team. Deliver value-adding solutions to End-Users through the end-to-end within all applicable service scopes in Contact Center. Ensure timely & accurate response to inquiries coming into the Contact Center through multiple support channels Accomplish other duties as determined by business needs. **"REPORTING & ANALYTICS:** Provide insightful information from dashboard and analytics to the relevant stakeholders." **CONTINUOUS IMPROVEMENT:** Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible. Be a catalyst of process improvement opportunities through Content Management to deflect queries to Me@Nestle Participate in relevant joint priority projects or initiatives with and for the in-scope markets. Participate in Quality coaching where applicable to ensure understanding and commitment to best practices Ensure balanced work distribution between the team members to maintain a healthy work life balance Drive service-improvement through different Tiers impacting overall case SLA to improve Employee experience Deliver employee, market & agent feedback to relevant networks to IBS to initiate service or system improvements Participate in global initiatives and projects to deliver new & improved solutions to deliver better services to our stakeholders **How am I a good fit?** + Bachelor’s degree in business or any relevant field. + 3+ years of relevant experience in Contact Center is desirable with knowledge + Suitable candidate may have a workforce management and Project Management background. + Strong Communication skills + Strong Sales Skill + Sound operations or business acumen with a solid understanding of the Contact Center environment through practical experience, and a sense of accountability. + People management experience to lead, train, and develop team members. + Strong interpersonal skills and ability to work effectively across cultures **Contact Center Supervisor** **POSITION SNAPSHOT** Company: Nestlé Business Services Location: Cairo, Egypt. **Position Summary** **'The Supervisor is responsible for managing and overseeing day-to-day Contact Center operations, functions and duties ensuring adherence to global service level standards and metrics. They review, challenge, and evolve capacity models to ensure optimal utilization of resources. They drive and sustain positive relationship by building trust and illustrating reliability in all dealings with both internal and external stakeholders, and acts as an escalation point and manages complaints as well as track solutions. As a Leader, they drive team engagement to encourage employees’ integration and commitment to the organization and empower the team to deliver the job efficiently so that each individual performs at par with the global standards; as well as nurture, inspire, and develop team members to grow in the organization.** **A Day in the Life …** **STAKEHOLDER MANAGEMENT:** Provides high quality and reliable service delivery, effectively manages stakeholder relationships and drives employee experience.Successfully deliver commitment to the stakeholder in accordance with the IBS Cairo and market specificities. **'ENSURE SERVICE DELIVERY:** Ensure timely delivery of all content-related activities using the IBS Content Management Model. Rotate across different markets within the Contact Centre due to business needs, to promote a robust back up system and maintain cross functional skill set of the Contact Centre team. Deliver value-adding solutions to End-Users through the end-to-end within all applicable service scopes in Contact Center.Ensure timely & accurate response to inquiries coming into the Contact Center through multiple support channelsAccomplish other duties as determined by business needs. **"REPORTING & ANALYTICS:** Provide insightful information from dashboard and analytics to the relevant stakeholders." **CONTINUOUS IMPROVEMENT:** Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible. Be a catalyst of process improvement opportunities through Content Management to deflect queries to Me@NestleParticipate in relevant joint priority projects or initiatives with and for the in-scope markets.Participate in Quality coaching where applicable to ensure understanding and commitment to best practices Ensure balanced work distribution between the team members to maintain a healthy work life balance Drive service-improvement through different Tiers impacting overall case SLA to improve Employee experienceDeliver employee, market & agent feedback to relevant networks to IBS to initiate service or system improvementsParticipate in global initiatives and projects to deliver new & improved solutions to deliver better services to our stakeholders **How am I a good fit?** + Bachelor’s degree in business or any relevant field. + 3+ years of relevant experience in Contact Center is desirable with knowledge + Suitable candidate may have a workforce management and Project Management background. + Strong Communication skills + Strong Sales Skill + Sound operations or business acumen with a solid understanding of the Contact Center environment through practical experience, and a sense of accountability. + People management experience to lead, train, and develop team members. + Strong interpersonal skills and ability to work effectively across cultures