This role is primarily responsible to provide support to HR Contact Center services and process to ensure accurate processing of basic employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.
Assist in providing general guidance and walkthrough for queries relevant to the HR systems.
Maintain good relationships with all key stakeholders, ensure communication is effective and informative
Escalate and analyze identified issues and concerns to the Team Lead for timely resolution.
Administer basic support to the inquiries raised via employee center.
Assess identified issues and collate documentation to assist in investigating and in resolving common and recurring issues.
Coordinate end to end employee lifecycle activities as required, ensuring employees receive appropriate resolution in a timely manner and all necessary follow up is carried out in line with legislation and AECOM policy
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
Understands and utilizes all HR systems including Workday and Employee Center including (Self Service, Knowledge base and Case Management)
Able to multitask and work on more than one issue simultaneously ensuring the prioritization of urgency of requests
Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
Assist in providing input into the creation and delivery of performance reporting to business stakeholders
Coordinate in the continuous improvement initiatives by participating on CI project team to optimize processes
Support selected simple process improvement initiatives to streamline processes.
Administer HR contact center services by resolving simple transactions through calls, chats through the company’s ticketing system.
Perform simple but varied tasks in compliance with service level agreement, process, policies, and procedures.
Assist in the data gathering for incident reports to enable effective issue investigation and continuous improvement
Responsible for ensuring confidentiality is maintained at all times
Perform ad hoc tasks as requested or assigned
