HR Contact Centre Agent


  • 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, both H2R & S2P (Vendor Services) 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.
  • Support NCE process improvement initiatives through DORs/WORs/MORs/GSTD/FI/ etc.
  • 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 Improvements programs and standardization of processes across all markets in scope, whenever possible


    • Superior listening, verbal, and written communication skills
    • Service Oriented
    • Ability to handle stressful situation appropriately
    • Proficient in MS Office
    • V.Good computer know-how
    • Excellent Multi-tasking skills
    • Strong Analytical Skills
    • Detail Oriented and Organized
    • Ability to work in a challenging environment
    • Trilingual English & Arabic & French

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