hire to retire AnalystNestlé

Position Snapshot
Position Summary
A day in the life of...
What will make you successful
Provide timely resolution of all queries based on both telephonic and non telephonic contacts and execute the support model of the NBS Contact Center
Ensure the accuracy and timeliness of services delivered to employees is in accordance with Service Level Agreements
Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization.
Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non telephonic contacts.
Provide direct support on guidelines, procedures, deep knowledge transfer on process, E2E view, status of requests, KPIs, SLAs, help chain, data standards
Dispatch of Tier 2 queries to the right stakeholders and timely closure of tickets
Execute operational delivery of all activities pertaining to the contact center and ensuring the execution of the Contact Center Support Model for all service lines within the service delivery framework of H2R.
Provide inputs to manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.
Support NCE process improvement initiatives through DORs/WORs/MORs/GSTD/FI/ etc.
Provide support in the generation and publication of all relevant reports and analytics
Provide relevant inputs and support to ensure robust communication with the NBS H2R operations teams, CoCs, NiMs, and GMBs on agreed scope of services, governance processes to achieve of Service Level Agreements (SLA) and KPIs
Perform periodic activity relevant review's with H2R process teams and the Contact Center Lead
Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
Benefits
Position Snapshot
Position Summary
A day in the life of...
What will make you successful
Provide timely resolution of all queries based on both telephonic and non telephonic contacts and execute the support model of the NBS Contact Center
Ensure the accuracy and timeliness of services delivered to employees is in accordance with Service Level Agreements
Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization.
Execute the standard support model for both Tier 1 and Tier 2 contacts for both telephonic and non telephonic contacts.
Provide direct support on guidelines, procedures, deep knowledge transfer on process, E2E view, status of requests, KPIs, SLAs, help chain, data standards
Dispatch of Tier 2 queries to the right stakeholders and timely closure of tickets
Execute operational delivery of all activities pertaining to the contact center and ensuring the execution of the Contact Center Support Model for all service lines within the service delivery framework of H2R.
Provide inputs to manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.
Support NCE process improvement initiatives through DORs/WORs/MORs/GSTD/FI/ etc.
Provide support in the generation and publication of all relevant reports and analytics
Provide relevant inputs and support to ensure robust communication with the NBS H2R operations teams, CoCs, NiMs, and GMBs on agreed scope of services, governance processes to achieve of Service Level Agreements (SLA) and KPIs
Perform periodic activity relevant review's with H2R process teams and the Contact Center Lead
Contribute to Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible
Benefits
Meycauayan, PH, 3020
Meycauayan, PH, 3020
Nestlé

Meycauayan City, Bulacan
Permanent
Full-time