HR Ops Associate

4 weeks ago


مصر, Egypt PepsiCo Full time

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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