Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) 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 following Service Level Agreements
Support Total Service Quality levels to the Stakeholders, adhering to E2E standardization.
A DAY IN THE LIFE …
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 the 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 of the contact center and ensure the execution of the Contact Center Support Model for all service lines, both H2R & S2P (Vendor Services) 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 regular operational reviews
Provide support in the generation and publication of all relevant reports and analytics
Perform periodic activity-relevant reviews with the different streams
Contribute to Continuous Improvement programs and standardization of processes across all markets in scope, whenever possible
ARE YOU A FIT?
Bachelor’s degree in a relevant field
Listening, verbal, and written communication skills