This role is primarily responsible to provide support to day-to-day HR Contact Center services to ensure accurate processing of moderately complex employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.
- Provide action and resolution to the employee queries received via call, chat, and ticketing system
- Responsible for queue management and case triage within our case management system
- Support data gathering activities and analyze complex tickets to support the proper resolution of incident reports and administer resolutions.
- Handle moderately complex HR systems transactions
- Escalate/Transfer HR systems transaction request to necessary systems back-end support team
- Escalate issues and recommend resolutions to the Team Lead for timely resolution. May support junior members of the team in addressing routine issues within the assigned processes.
- Perform moderately complex tasks in compliance with service level agreement, process, policies, and procedures; Able to resolve and explain
- Investigate issues and provide input to the completion of incident reports
- Develop and maintain a strong understanding of moderately complex company guidelines and policies to be able to interpret, explain and resolve related inquiries, e.g., disputes on leave accruals involving calculation and review of Workday profile (length of service and Gclock)
- Provide input to SOP/DTP maintenance process by proactively reviewing documents and identifying opportunities to improve current processes, escalate for discussion and decision and revise documents accordingly
- Drive process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
- Participate in audit-related activities
- Contribute specialized expertise to different assigned projects and provide key updates to Team Lead and Manager.
- 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
- Act as a backup processor for simple to complex HR contact center activities for individual or bulk transactions.
- Supports processing of fast-track request tickets
- Supports processing of rescind transaction requests
- Supports data and trend analysis for internal operations review
