HRBS Analyst - Contact Center

Nestlé; Meycauayan; On-site; PHP 280,000 - 420,000; Full time

Job summary

Nestlé Business Solutions in Meycauayan, Bulacan is seeking a full-time team member with a Bachelor’s degree and 2+ years of experience. The role supports Nestlé globally, delivering world-class business support with passion, reliability, innovation, discipline and excellence.

You will join a team responsible for the contact center services, ensuring KPIs and SLAs are met, and providing guidelines, process knowledge, and data standards.

Qualifications

• Graduate of a bachelor's degree with good scholastic records.
• Strong customer orientation & exceptional commitment to deliver quality service.
• High sense of urgency in executing operational activities.
• Good interpersonal skills and ability to work with minimum supervision.
• Able to work in a fast-paced and highly demanding environment with multiple priorities.
• Strong team player and able to adapt to different levels in the organization.
• System and process-oriented with ability to identify critical issues.
• Average written & verbal communication skills in English.

Responsibilities

• 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 within the service delivery framework of H2R.

Skills

Customer orientation

Interpersonal skills

Work under pressure

English communication

MS Office

SAP HR

Education

Bachelor's degree

Tools

MS Office

SAP HR

Job description

Position Summary

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Position Snapshot

Location: Meycauayan, Bulacan, PH

Company: Nestlé Business Solutions

Full-time

Bachelor’s Degree

2+ years of experience

Position Summary

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Solutions is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

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 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.

What Will Make You Successful...

• Graduate of a bachelor's degree with good scholastic records
• 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 organizedSystem and process-oriented with the ability to identify critical issues
• With average written & verbal communication skills in English
• Knowledgeable in MS Office ApplicationsKnowledge in SAP HR is an advantage