Job Description:

MyP&O Operations Analyst

Chicago, IL

Hybrid (on-site 2-3 days a week)

As a MyP&O Operations Analyst, you will be the first point of contact for customers, handling inbound and outbound calls to assist with inquiries, providing solutions, and delivering excellent customer experience. You will handle a variety of tasks, such as answering questions, resolving issues, and processing data while ensuring high levels of customer satisfaction.

What are we looking for? 

2 +years of experience – previous experience in Shared Service, Call Center, Service environment is an advantage

Familiarity with HR systems, processes and practices, with ability to navigate computerized systems (i.e. Workday and Service Now)

Ability to work efficiently with minimal supervision in a fast-paced environment with the ability to multi-task and capable of establishing priorities

Ability to handle and maintain confidential and sensitive information with strong attention to detail

Strong oral and written communication skills

Ability to consistently deliver high quality customer service in a professional manner while managing high volume transactions

Knowledge of the Spanish language a plus

What will be your key responsibilities? 

Answer incoming calls, chats, tickets from customers (mostly internal Associates) regarding P&O (HR) policies, procedures, and systems.

Handle outbound calls, chats, or tickets to follow up on customer inquiries, confirm information, or resolve issues.

Provide accurate information and resolve customer issues in a timely and professional manner.

Ability to enter data and/or show customers how to enter data and submit transactions in our HRIS system (Workday).

Perform operational transaction support using appropriate resources and follow-up accordingly in a timely manner including appropriate documentation.

Follow governance policies and procedures to ensure transactions are in adherence to Mars established guidelines and business processes.

Maintain clear and accurate records of all customer interactions using our ticking system (Service Now).

Troubleshoot issues or concerns raised by customers and escalate them when necessary.

Identify opportunities to improve customer satisfaction and ensure a positive experience.

Collaborate closely with various levels within the Operations Center to resolve customer inquiries and consistently meet key performance metrics including Service Level Agreements (SLAs) to deliver service excellence.

Demonstrate customer understanding through resolution ownership and anticipating needs.

What can you expect from Mars? 

Work with over 140,000 diverse and talented Associates, all guided by The Five Principles.  

Join a purpose-driven company, where we’re striving to build the world we want tomorrow, today. 

Best-in-class learning and development support from day one, including access to our in-house Mars University. 

An industry competitive salary and benefits package, including company bonus.  

All applicants must have permanent legal authorization to work in the United States. Mars does not sponsor employment visas for this role.This position is not eligible for relocation benefits.#LI-hybrid#LI-MS1

The base pay range for this position at commencement of employment is expected to be between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits.  Eligibility for these additional elements depend on the position offered and the employee’s work schedule (i.e., part-time schedule, store associate).  Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.

USD 25.12 - USD 34.54