Associate Manager

3 weeks ago

Hyderabad India PepsiCo Full time

Job Description Overview The Senior Helpdesk Agent plays a key role in overseeing the ticket resolution process, handling more complex procurement issues, and acting as a mentor for junior team members. This role requires a deep understanding of procurement workflows, advanced troubleshooting skills, and strong coordination with technical teams and third-party vendors. Additionally, the senior agent is instrumental in driving strategic initiatives, process harmonization, and innovation within help desk operations. Responsibilities - Advanced Ticket Management: Handle and resolve high-priority or complex tickets, ensuring timely and effective outcomes. - Technical Liaison: Act as the primary point of contact for coordination with technical teams or third-party vendors on escalated issues. - Strategic Training: Design and deliver strategic training sessions and office hours to enhance team capabilities and knowledge sharing. - Complex Issue Resolution: Resolve specialized and complex technical issues requiring advanced troubleshooting and expertise. - User Engagement: Conduct one-on-one or group meetings with heavy users to provide tailored, high-level support and ensure their needs are met. - Global Process Strategy: Develop and implement a global strategy to harmonize and standardize processes across all regions for greater efficiency. - Regional Support: Support operations in Brazil and Iberia within Latam to accelerate the harmonization of processes and ensure faster alignment and execution. - Process Improvement: Lead process improvement initiatives to identify and eliminate bottlenecks or inefficiencies in service delivery. - Subject Matter Expertise: Act as a subject matter expert (SME) during system upgrades or transitions to ensure seamless adoption of new technologies. - Cross-Functional Collaboration: Collaborate with cross-functional teams to drive innovation and align help desk operations with broader business objectives. - Performance Monitoring: Monitor and analyze key performance metrics to continuously optimize support strategies. - Mentorship: Provide guidance and training to junior agents, fostering skill development and knowledge sharing within the team. - Reporting and Analysis: Generate reports on ticket trends, resolution times, and service metrics to identify areas for improvement. - Knowledge Base Management: Develop and maintain comprehensive documentation for troubleshooting, standard procedures, and best practices. Qualifications - Proven experience in procurement processes and helpdesk operations. - Strong analytical and problem-solving skills. - Advanced proficiency with ticketing platforms and related tools. - Excellent leadership and mentoring abilities. - Ability to manage multiple tasks and priorities effectively. - Expertise in process standardization and harmonization across regions. - Strong communication and interpersonal skills to interact with stakeholders at all levels. - Fluency in languages relevant to regional operations (e.g., Portuguese and Spanish) is a plus.

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