Employee Services Specialist - Contact Center

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the worldâs most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

This role is responsible for providing support to HR Contact Center services and process to ensure accurate processing of basic to moderate employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.

• Perform tickets and query resolution by analyzing and resolving simple and varied transactions/queries through calls, chats, and ticketing system whilst maximizing and complying with the standard operating procedures and methodologies
• Provide guidance and support to customers for queries relevant to the HR systems
• Responsible for effective case handling ensuring cases are only transferred where appropriate and within specified guidelines
• Work with autonomy, and make decisions on medium complexity issues as required.
• Resolve queries, and escalate complex issues for timely resolution as required
• Perform low and medium-complexity tasks as required in compliance with service-level agreements, processes, policies, and procedures.
• Provide input to the completion of incident reports
• Develop and maintain a strong understanding of company policies to be able to interpret and explain company policy and not solely have to rely on the verbiage in the FAQ documents to resolve related inquiries, e.g., AECOM Leave Accrual policy
• Contribute to the SOP/DTP maintenance process by identifying opportunities to improve current processes, escalate for discussion and decision, and revise documents accordingly
• Contribute/Provide insights to continuous improvement initiatives by initiating improvement ideas and/or participating on the CI project team to optimize processes.
• Responsible for ensuring adherence to audit and regulatory requirements both internal and external (i.e., GDPR, AECOM Privacy Policy, and SOX) ensuring the Company is compliant and risks are mitigated
• Responsible for ensuring the Service Level Agreements are met
• Supports basic HR systems (Workday) requests and transactions by following standard methodologies to resolve HR systems-related tickets

Qualifications

• Bachelor’s degree in Business/ Administration / Human Resources
• 3 years of relevant professional experience in Human Resources Services in a Shared Services/BPO Industry
• Intermediate proficiency in MS Office tools
• Working knowledge and understanding of HR Operations standards and procedures.
• Experience working with HR Systems preferably in Oracle, and Workday.
• Must be open to any shift schedule Early, Morning, Mid, and/or Night Shift).
• BPO/Call center agents with HR backgrounds are highly encouraged to apply!

Additional Information

• Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication)
• Ability to maintain good customer relationships with the ability to proactively support customer needs and requirements. (Customer Service)
• Ability to be thorough and meticulous in completing assigned tasks and identifying errors, duplicates, & discrepancies through defined methods. (Attention to Detail)
• Ability to identify, assess, and resolve simple to moderate issues by following defined policies and procedures. (Problem Solving)

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $13.1 billion in fiscal year 2022. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.

ReqID: REF24559I

Business Line: Geography OH

Business Group: DCS

Strategic Business Unit: GBS

Career Area: Human Resources

Work Location Model: Hybrid

Legal Entity: AECOM Global Business Services - Philippines ROHQ