People Operations Support Analyst

PepsiCo Inc.; San Nicolás de los Garza; Vor Ort; MXN 180.000 - 300.000; Vollzeit

Benefits dieser Stelle

Career development programs

Wellness and financial wellness

Flexible work-life balance

Zusammenfassung

PepsiCo Inc. is seeking a People Operations Assistant Analyst to support North America employees via chat and case management, ensuring timely responses and a positive employee experience.

The role focuses on handling requests, solving issues, and improving processes within shift windows from 6:00 AM to 8:00 PM. Responsibilities include documenting cases, collaborating with cross-functional teams, monitoring service levels, and escalating complex issues per policy.

Qualifikationen

• Bachelor’s degree required.
• Advanced English proficiency (written and verbal).
• Experience in employee support, customer service, help desk, shared services, or case management environments.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Strong organizational skills and ability to manage multiple requests.

Aufgaben

• Provide support to employees through chat, case management, and other approved service channels.
• Manage employee requests from intake through resolution, ensuring timely follow-up and case closure.
• Research and resolve employee inquiries while ensuring compliance with processes and policies.
• Maintain accurate case documentation and communication with employees and stakeholders.
• Collaborate with cross-functional teams to facilitate issue resolution and service delivery.
• Monitor workload, service levels, and operational performance to support business objectives.
• Identify trends, process gaps, and opportunities for continuous improvement.
• Develop and maintain knowledge management documentation and resources.
• Support operational projects, testing, and process improvement initiatives.
• Escalate complex issues and risks per procedures.

Kenntnisse

Advanced English

Customer service

Analytical thinking

Communication

Multitasking

MS Office

ServiceNow

Ausbildung

Bachelor’s degree

Tools

ServiceNow

Jobbeschreibung

PepsiCo Inc. is seeking a People Operations Assistant Analyst to support North America employees via chat and case management, ensuring timely responses and a positive employee experience.

The role focuses on handling requests, solving issues, and improving processes within shift windows from 6:00 AM to 8:00 PM. Responsibilities include documenting cases, collaborating with cross-functional teams, monitoring service levels, and escalating complex issues per policy.