HR Ops Associate

5 days ago

Cairo, 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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