Share this Job
Apply now »

Hire to Retire Analyst

Hire to Retire Analyst

    

Position Snapshot

Main Purpose of the Job:

Provide timely resolution of all queries based on both telephonic and non telephonic contacts and execute the support model of the Nestle Business Services 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

A day in the life of...

Key Deliverables/Output:

1. Drive Operational Excellence

- 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

2. Ensure Service Delivery

- 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 Hire to Retire (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 Nestle Continuous Excellence (NCE) process improvement initiatives through Daily Operations Reviews/Weekly Operations Reviews/Go-See-Think-Do/Focused Improvement, etc.

3. Reporting and Analytics

- Provide support in generation and publication of all relevant reports and analytics

4. Partner with Stakeholders

- 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

5. Continuous Improvement

- 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

    

    

Position Snapshot

Main Purpose of the Job:

Provide timely resolution of all queries based on both telephonic and non telephonic contacts and execute the support model of the Nestle Business Services 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

A day in the life of...

Key Deliverables/Output:

1. Drive Operational Excellence

- 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

2. Ensure Service Delivery

- 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 Hire to Retire (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 Nestle Continuous Excellence (NCE) process improvement initiatives through Daily Operations Reviews/Weekly Operations Reviews/Go-See-Think-Do/Focused Improvement, etc.

3. Reporting and Analytics

- Provide support in generation and publication of all relevant reports and analytics

4. Partner with Stakeholders

- 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

5. Continuous Improvement

- 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

    

Meycauayan, PH, 3020

Meycauayan, PH, 3020

Apply now »