People Operations Support Analyst — Mon–Fri Shifts

PepsiCo Inc.; San Nicolás de los Garza; Vor Ort; MXN 180.000 - 320.000; Vollzeit

Zusammenfassung

PepsiCo Inc. is seeking a People Operations Assistant Analyst to support North America employees via chat and case management, ensuring timely resolution and a positive experience. The role focuses on managing requests, resolving issues, and improving processes within an 8-hour shift window.

The position requires a bachelor’s degree and advanced English, with strong analytical and communication skills. You will work with cross-functional teams to maintain service quality and knowledge resources.

Qualifikationen

• Bachelor’s degree required.
• Advanced English proficiency (written and verbal).
• Experience in employee support, customer service, help desk, shared services, or case management.
• Strong analytical and problem-solving skills with ability to identify root causes.
• Excellent communication and interpersonal skills, with ability to collaborate with employees and stakeholders.
• Strong organizational skills and ability to manage multiple requests in fast-paced environments.
• MS Office proficiency (Excel, Outlook, Teams, Word).
• Experience with ticketing/case management platforms is a plus.

Aufgaben

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

Kenntnisse

Advanced English

Customer service

Case management

Analytical skills

Communication

Multi-tasking

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 resolution and a positive experience. The role focuses on managing requests, resolving issues, and improving processes within an 8-hour shift window.

The position requires a bachelor’s degree and advanced English, with strong analytical and communication skills. You will work with cross-functional teams to maintain service quality and knowledge resources.