HR Ops Coordinator

hace 1 semana

Saltillo, México PepsiCo A tiempo completo

**Responsibilities**:
Are you looking for a challenging opportunity in an organization with a dynamic, innovative and diverse environment? if so, your future is at PepsiCo.

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY’S ®, DORITOS ®, CHEETOS ®, GATORADE ®, PEPSI ®, QUAKER ® and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be you.

Currently we are looking for our next: HR Ops Sr. Supervisor

Which is the main objective of this role?
- Ensure the optimal operation of the contact center by validating the operational locks which each supervisor is responsible for.
- Be the point of contact regarding doubts or trends that could impact the business so that they are appropriately escalated for analysis and development towards continuous improvement.

What will you be doing?

Supervisor task validation
- One on one session
- Shadowing session
- Case validation
- Cuality calibration

Operations task
- Daily analysis based on HR request cases.
- Validate that case creation is being done correctly in a daily basis
- Incident and escalation management
- KPI analysis (AHT,C-sat,ADH, Abandonment, QA,etc)
- By weekly payroll validation.
- Knowledge management compliance

Coaching Analysts
- Executing actions relative to the accountability
- Coaching session with supervisor and coordinator
- Generate action plans to maintain cuality standars

Weekly presentation based on operative trends (top 5 main requests, QA opportunities, KPI, teams opportunities, etc)

Qualifications: Who are we looking for?
- Completed professional career, preference administrative area
- Experience in personnel management
- Work experience in Call Center (desirable)
- English 80%
- Skills: Teamwork, negotiation skills, results orientation, analytical skills

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