POSITION SUMMARY
Provide timely resolution of all queries (H2R & S2P -
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 in accordance with 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 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, both H2R & S2P (Vendor Services) withing 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
- Perform periodic activity relevant reviews with the
different streams
- Contribute to Continuous Improvements programs and
standardization of processes across all markets in scope, whenever possibl
ARE YOU A FIT?
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