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 & Duties
- 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
- 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, 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 agreement, process, 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 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 participate on 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 resolve HR systems related tickets