Specialist II, HR Services, HR Contact Center
Core
Resolve employee queries via call, chat, and ticketing systems; manage case triage and analyze complex HR tickets to administer resolutions.
Role type
Specialist II HR Services (Contact Center)
Builds
HR service resolutions and incident reports for employees
Domain
Human Resources / Shared Services
Deliverable
client delivery
Required skills
HR operations, HR systems (Workday, Oracle), data gathering, incident reporting, process improvement, audit compliance, SLA management, policy interpretation
Preferred skills
MS Office, process optimization, audit activities, project support
Responsibilities
Provide action and resolution to 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; Perform moderately complex tasks in compliance with service level agreement, process, policies, and procedures; 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; Provide input to SOP/DTP maintenance process by proactively reviewing documents and identifying opportunities to improve current processes; Drive process improvement initiatives to streamline processes, improve customer experience, and increase productivity; Participate in audit-related activities; Responsible for ensuring adherence to audit and regulatory requirements both internal and external (i.e GDPR, AECOM Privacy Policy and SOX); 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