Fresh HR Ops Associate at Pepsico


Responsibilities

Act as a first line support between employees & the HR staff  

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 

Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement

Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements

Partner with team to execute plans to improve customer satisfaction with a focus on processes

Manage escalation and takes 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 HR Shared Services process and SLA management experience

Service management and ticket management system experience

Process management and continuous improvement with a focus on optimization and productivity

Very good English language skills


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