Control Tower Agent- GBS (Cairo Hub) At Pepsico | 0-1 year of experience in a call center or shared services environment
New Cairo, Egypt
Logistics Distribution and Supply Chain
Deliver consistent services at the defined Service Level Agreements/Key Performance Indicators and drive operational efficiency and continuous improvement.
Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirements.
Manage escalation and take ownership for ultimate violation resolution.
Ensure continuous and timely monitoring of driver monitoring equipment platform.
Communicate with fleet drivers, monitor their safety behavior and compliance to standards.
Escalate any safety violation according to the escalation matrix (4 levels) and act as per it’s classification and level.
Use current monitoring and reporting systems to live and proactive monitor drivers’ behaviors.
Monitor the driving systems operation and escalate any operational issues.
Record all driver violations and call to action performed as part of the service level agreement.
Monitor fleet hot line complaint system and validate reported complaints.
Qualifications/Requirements0-1 year of experience in a call center or shared services environment.
Flexible to work on shift basis and on rotational weekends.
Multi-tasking skills and ability to manage time effectively
Reporting and analytics basics are required.
Commitment and compliance to high safety standards.
Service management and ticket management system experience is a plus.
Technical / Functional Skills & Knowledge of monitoring tools and Interface is a plus