Specialist II, HR Services, HR Contact Center

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Attributes

- Ability to effectively communicate and collaborate within a varied audience and internal and external customers. (Communication)

- Ability to maintain good customer relationship with the ability to suggest ways to improve customer support customer experience (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 and resolve simple to moderate with the ability to provide resolution alternatives by following defined policies and procedures. (Problem Solving)

Responsibilities

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

Requirements

Bachelor’s degree in Business/ Administration / Human Resources; 4 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, Workday.