This role is responsible to provide 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. Responsibilities &amp; Duties<ul><li>Perform tickets and queries 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</li><li>Provide guidance and support to customers for queries relevant to the HR systems</li><li>Responsible for effective case handling ensuring cases are only transferred where appropriate and within specified guidelines</li><li>Work with autonomy, make decisions on medium complexity issues as required.</li><li>Resolve queries, and escalate complex issues for timely resolution as required</li><li>Perform low and medium complexity tasks as required in compliance with service level agreement, process, policies, and procedures.</li><li>Provide input to the completion of incident reports</li><li>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</li><li>Contribute to SOP/DTP maintenance process by identifying opportunities to improve current processes, escalate for discussion and decision and revise documents accordingly</li><li>Contribute/Provide insights to continuous improvement initiatives by initiating improvement ideas and/or participate on CI project team to optimize processes.</li><li>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</li><li>Responsible for ensuring the Service Level Agreements are met</li><li>Supports basic HR systems (Workday) requests and transactions by following standard methodologies resolve HR systems related tickets</li></ul>

AECOM is the world&rsquo;s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle &ndash; 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 $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Employee Services Specialist - Contact Center

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About the Company

AECOM

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