HR Ops Associate
7 months ago
Overview:
Working with inspiring and experienced colleagues, you'll find that the atmosphere in our office is
informal and engaging. With drive and ingenuity, our teams deliver vital services to PepsiCo employees
around the world. With an active, get things-done culture, this is a place where your dynamism and agility
will make a difference.
Job Overview
The HR Ops Associate acts as the first line of support between employees and HR staff. To aid PepsiCo
employees with their day-to-day issues, you will log queries on our ticketing system and look for the best
way to resolve them efficiently. You will work closely with other team members to improve our services
and achieve shared goals.
**Responsibilities**:
- Log received queries on ticketing system.
- Resolve queries quickly and efficiently or direct the employee to the right
channel.
- Identify recurring problems, report trends to management, and recommend
possible solutions or correction procedures
- Resolve as many requests as possible on first call resolution, thereby reducing the
number of inquiries redirected to next level of support
- Prepare weekly & monthly analysis report about call center activities.
- Provide an advisory service to employees ensuring that they are fully aware of
their entitlements.
- Ensure a consistent and high level of customer service and operational excellence
that will ensure transactions are resolved efficiently.
- Partner with team members to execute plans to improve customer satisfaction
with a focus on processes.
- Manage escalation and take ownership for ultimate issue resolution
- Ensure smooth on-boarding, training, process and support documentation and aids
for colleagues as needed.
- Ensure knowledge management platform is updated.
Qualifications:
- 0-1 years experience in HR Shared Services process
- Service management and ticket management system experience
- Experience of improving and optimizing processes preferred
- Very good English language skills
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