Nespresso Call Center Outsourcing Manager

Position overview

Business: Nespresso Contract Type: Permanent Start Date: ASAP

Position Summary

Every interaction with 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 Manager

• 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 level in 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!

Any questions?

Our recruiters would be glad to answer any pending questions. Feel free to send your questions to careers@be.nestle.com.

Applying for the role of a Nespresso Call Center Outsourcing Manager?

Great! If you see a match with the description as described above we would gladly receive your cv and motivation. You can upload these via the link.

We use an Artificial Intelligence (AI) Tool to schedule interviews with our candidates. So keep an eye on your email for the interview invitation! When registering your application, you will be asked if we may send you WhatsApp messages; if you answer 'yes' to this, you will receive communication via WhatsApp in addition to messages via email. Communication through our AI tool is in English, but our recruiters speak both English and Dutch or French.

Interim CV’s will not be processed.