Nespresso Call Center Outsourcing Manager

About the role

Every interaction with Nespresso customers matters. As the Outsourcing Manager you will build strong partnerships, influence without direct authority and drive continuous improvement to ensure outsourced customer service delivers the premium Nespresso experience.

Key responsibilities

• 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 while overseeing 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, providing performance insights to leadership.

Required profile

• At least 2 years of experience at Team Leader level in a Customer Relationship Centre (CRC), contact centre or customer‑oriented environment.
• 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; French and/or Dutch are a strong asset, Portuguese a plus.

What we offer

• Full‑time position with hybrid working arrangements.
• Occasional business travel to Portugal.
• Attractive compensation and benefits package.
• 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.
• Collaborative and supportive culture focused on innovation and continuous improvement.