**A day in the life of...** **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 **Ensure Service Delivery** - Execute operational delivery of all activities pertaining to the contact centerand ensuring the execution of the Contact Center Support Model for all service lines withing the service delivery framework o - 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. **What will make you successful...** + Graduate of a bachelors degree with good scholastic records + Minimum of 1 year continues contact center experience + Strong customer orientation & exceptional commitment to deliver quality service, high sense of urgency in executing operational activities + With good interpersonal skills and can work with minimum supervision + Can work in a fast-paced and highly demanding environment, able to handle pressures and demands from multiple customers and competing priorities + Strong team player and able to adapt to different levels in the organization + Proactive, keen to details, results focused, and organized + System and process-oriented with the ability to identify critical issues + With average written & verbal communication skills in English + Knowledgeable in MS Office Applications + Knowledge in SAP HR is an advantage + Can start immediately **Benefits** + Competitive Salaries up to 14 months pay + Rewarding career in a global setting - exposures in Asia, Oceania, Africa, and Americas + Trainings and continuous development opportunities + Internal career opportunities within the Nestle group + Annual bonus (contingent to the performance of the employee and the business) + Expanded Parental Support leave and benefits + Access to Staff shop to avail of discounted Nestle products