Contact Center Analyst – H2R POSITION SNAPSHOT
Location: Cairo, Egypt
Company: Nestlé Business Services
Full-time
Bachelor’s degree, preferably with experience in Data Analytics
POSITION SUMMARY
Contact Center Analyst is the operational specialist capable of applying operational knowledge to drive initiatives & process improvements through continuous assessments and analysis to provide top-notch service
A DAY IN THE LIFE …
Execute accurately and timely daily operational activities below:
Extract OR reports and operational analysis reports and identify areas of improvement Responsible for distributing certain activities for the team and follow-ups to meet the expected deadlines Perform operational quality assessments and coaching based on findings as well as conduct knowledge refreshment sessions Perform regular analysis of end-user feedback and suggest improvements and/or escalate issues properly Perform system tests for new implementation, upgrades, and report issues On-board newcomers and deliver the Contact Center Knowledge Transfer to ensure they're equipped with the knowledge to perform the daily operations Participate in meetings with stakeholders and share the global alignments with the team Regular maintenance of existing dashboards
Familiar with the Ask HR/Contact Center scope of responsibilities Familiar with the Contact Center KPIs & Deliverables Established understanding of the business environment Advanced level of Excel Ability to collect data, attention to detail & patterns, and utilize it in the form of reports Strong Communication skills and ability to collaborate with own team & Stakeholders Strong Analytical thinking skills & Continues improvement mindset Good Presentation Skill Dashboarding capabilities
Contact Center Analyst – H2R
POSITION SNAPSHOT Location: Cairo, Egypt
Company: Nestlé Business Services
Full-time
Bachelor’s degree, preferably with experience in Data Analytics
POSITION SUMMARY
Contact Center Analyst is the operational specialist capable of applying operational knowledge to drive initiatives & process improvements through continuous assessments and analysis to provide top-notch service
A DAY IN THE LIFE …
Execute accurately and timely daily operational activities below:
Extract OR reports and operational analysis reports and identify areas of improvement Responsible for distributing certain activities for the team and follow-ups to meet the expected deadlines Perform operational quality assessments and coaching based on findings as well as conduct knowledge refreshment sessions Perform regular analysis of end-user feedback and suggest improvements and/or escalate issues properly Perform system tests for new implementation, upgrades, and report issues On-board newcomers and deliver the Contact Center Knowledge Transfer to ensure they're equipped with the knowledge to perform the daily operations Participate in meetings with stakeholders and share the global alignments with the team Regular maintenance of existing dashboards
Familiar with the Ask HR/Contact Center scope of responsibilities Familiar with the Contact Center KPIs & Deliverables Established understanding of the business environment Advanced level of Excel Ability to collect data, attention to detail & patterns, and utilize it in the form of reports Strong Communication skills and ability to collaborate with own team & Stakeholders Strong Analytical thinking skills & Continues improvement mindset Good Presentation Skill * Dashboarding capabilities
