"Alerted.org

Adecco is hiring a **Supervisor of Contact Center Management** for our client in **Fremont, MI** !

**Apply now** if you meet the qualifications listed below!

+ **Contract Type:** Temp

+ **Contract:** 6 months (with potential to extend and/or hire)

+ **Pay:** $ 29.86/hr

+ **Shift/Hours:** Mon - Fri - 10:30 AM - 7 PM (This position may require availability for a 24/7 engagement center, including holidays, evenings, and weekends)

+ **Location Type:** Hybrid

As a **Supervisor of Contact Center Management** , you will provide guidance to a dedicated frontline team within the Nutrition CES Parent & Professional Resource Center (PRC) organization, acting as the brand's voice for our consumers, caregivers, and healthcare professionals. This team supports iconic brands across our Nutrition and Health Sciences portfolio including Gerber, Boost, Outshine, and more. This critical role focuses on engaging effectively with stakeholders by addressing inquiries, managing complaints, and acknowledging praise. The ideal candidate will cultivate a culture of trust, transparency, and collaboration within their team, while driving performance and delivering exceptional service.

Key Responsibilities: Team Leadership

+ Guide a dynamic team of CES PRC workers as they support Nestlé Nutrition brands across various channels, including SMS text, live chat, email, calls, WhatsApp, and social media.

+ Partner with supervisor team to delegate tasks effectively, empowering workers to take initiative in problem-solving and decision-making.

+ Communicate goals drive accountability for key KPIs.

+ Continuously evaluate operational performance (key KPIs) and identify opportunities for improvement in processes and workflows.

+ Address escalations from consumers, caregivers, or medical professionals promptly to enhance consumer loyalty.

+ Support the team in driving sales and market share through outstanding customer service, expert advice, nutrition education, and tailored solutions.

+ Oversee and facilitate eCommerce initiatives, product transactions, and the management of quality incidents in compliance with FDA and Nestlé requirements.

+ Demonstrate advanced competency in critical technologies and systems, including CRM Salesforce Engage OMNI, Product Information, and Consumer Data Privacy management.

+ Communicate expectations and provide feedback on workers to supervisor team

+ This position may require availability for a 24/7 engagement center, including holidays, evenings, and weekends.

Qualifications

+ High School Diploma or GED required.

+ College degree (Associate’s or Bachelor’s) is preferred.

+ Ability to adapt swiftly to change and deliver results.

+ Strong problem-solving and decision-making skills.

+ Excellent verbal and written communication, along with strong interpersonal skills.

+ Proven ability to prioritize workload, manage projects independently, and handle multiple tasks while meeting strict deadlines.

Critical Experiences

+ Minimum of 3 years of demonstrated experience in a contact center or customer service environment.

+ People leadership experience is preferred.

+ Strong understanding of team goals and business drivers within the organization.

+ Proven problem-solving and analytical capabilities, with a talent for developing creative and non-traditional solutions to complex challenges.

+ Proven experience working or leading a team through changing environments

Sound like the perfect opportunity for you? **APPLY TODAY!**

**Pay Details:** $29.86 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://uat.adecco.com/en-us/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

+ The California Fair Chance Act

+ Los Angeles City Fair Chance Ordinance

+ Los Angeles County Fair Chance Ordinance for Employers

+ San Francisco Fair Chance Ordinance

**Massachusetts Candidates Only:** It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.