**Contact Center Agent** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model **POSITION SUMMARY** + Provide timely resolution of all queries (HRBS & 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 are 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 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 + Language skills - fluent in English and local language requirement. + Listening, verbal, and written communication skills + Service Oriented + Proficient in MS Office + Strong Analytical Skills + Detail Oriented and Organized + Ability to work in a challenging environment