Contact Center Agent - Urdu Speaker Nestle

Drive Operational Excellence:

- Execute the standard support model for Tier 1 for both telephonic and non-telephonic (Email, Self-service & Chat) contact by providing direct support on guidelines, procedures, E2E view, the status of requests, KPIs, SLAs, help chain for HRBS & S2P (vendor services) related inquiries.

- Dispatch Tier 2 queries after proper investigation to the right stakeholders.

- Raise process concerns and/or technical outages to management.

- Document all interactions with proper data categories, templates and self-service options based on the interaction specifications.

- Share new findings and/or process updates with the team/senior agent/analyst.

Ensure Service Delivery:

- Execute operational delivery of all activities pertaining to the contact center and ensure the execution of the Contact Center Support Model for all service lines, both HRBS & S2P (Vendor Services) within the service delivery framework of HRBS.

- Provide inputs to manage risks, issues, escalations, process updates and timely manner to deliver the agreed KPIs and SLAs for all Contact Center services.
- Process benefits of transferred staff such as transportation allowance, rent subsidy, infant feeding scheme, and burial benefits, out- of- the pocket benefits, per diem, etc.
-Process retirement and death benefits5. Process other Benefits unique to each market in-scope of NBS.

Continuous Improvement:

- Perform periodic activity-relevant reviews with HRBS Operational teams & Stakeholders.

- Contribute to Continuous Improvement programs and standardization of processes across all markets in scope, whenever possible.