Contact Center Analyst

1 week ago


مصر, Egypt Nestle Operational Services Worldwide SA Full time

**Contact Center Analyst - H2R**

**POSITION SNAPSHOT**
Location: Cairo, Egypt
Company: Nestlé Business Services
Full-time

Bachelor’s degree, preferably with experience in Data Analytics

***

**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

**ARE YOU A FIT?**
- 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



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