Live Chat Software
March 11 - 13, 2019
Orlando, FL

Karla Younger

VP, HR Shared Services
Coca-Cola Refreshments


1:00 PM Coca-Cola HR SSC Site Tour

In 2009, Coca-Cola Enterprises opened a North American HR Shared Services Center in Brandon, Florida. The center has evolved over the last 6 years with technology and process improvements, amidst company integration work as the North American operations were acquired by The Coca-Cola Company in 2010. The center currently has 250 employees and expects to continue along a technology and process optimization journey.
This site tour will take you through this widely benchmarked center presenting these areas of focus, including:

  • Customer Service – view the call center in action along with related metrics of speed to answer, service level, first call resolved, and a drive to tier 0.
  • Learn about the first point of contact specialization in the areas of Payroll, Compensation, Employee Relations, and Benefits
  • HR Operations – view the metric boards and learn about operations of HR Master Data, Organizational Management, Talent Acquisition Services, and Benefits & Pension as well as how the team continues to provide higher value support to the organization
  • Payroll Operations – learn about the in-house payroll operation, which is the most mature since it originated over 14 years ago within Finance Shared Services. Highlights and the payroll evolution will be explained
  • HR Services Support – understand the roles of quality assurance, workforce optimization, knowledge management, reporting, governance, and project management for the entire HR Shared Services organization


Hosted by:

3:20 PM PANEL DISCUSSION: Rethinking HR Tasks with Intelligent Automation and Digital Enablement

This session discusses how automation through core HR systems, and eventually, Robotics Process Automation can be used to stream-line activities such as service requests, payroll, applicant sourcing and employee onboarding. The panel also uncovers the practicalities of such a move; how can you ensure employee data is secure? How can you get buy-in for HR RPA investment? How do you orient and engage HR teams to technologies they’re unfamiliar with? And How to manage any displaced workforce.

  • Evolving from email, text, into machine interactivity
  • Leveraging AI and RPA to take on the work
  • Bridging the gap for non-technical team members


Check out the incredible speaker line-up to see who will be joining Karla.

Download The Latest Agenda