HR Contact Center Coordinator (Fixed-term)

AECOM
Philippines
Workplace: HybridContractFunction: People, HR & TalentExperience: 1-2 yearsSkills: ["Customer support","Case management","Compliance-minded","Process improvement","Escalation management"]

Handle HR contact center tickets and queries by analyzing transactions via calls, chats, and the ticketing system. Provide guidance on HR system inquiries and resolve low- to medium-complexity cases within service levels, escalating when needed. Maintain case accuracy, contribute to incident reporting and SOP/DTP updates, support continuous improvement, and ensure compliance with audit/regulatory requirements while working a hybrid schedule.

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FursaFursa
AECOM
AECOM
1 day ago

HR Contact Center Coordinator (Fixed-term)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Handle HR contact center tickets and queries by analyzing transactions via calls, chats, and the ticketing system. Provide guidance on HR system inquiries and resolve low- to medium-complexity cases within service levels, escalating when needed. Maintain case accuracy, contribute to incident reporting and SOP/DTP updates, support continuous improvement, and ensure compliance with audit/regulatory requirements while working a hybrid schedule.
Location: Philippines
Workplace: Hybrid
Employment Type: Contract
Job Function: People, HR & Talent
Seniority: Entry level

Key Responsibilities

  • •Perform tickets and queries resolution by analyzing and resolving simple and varied transactions/queries through calls, chats, and the ticketing system while complying with SOPs and methodologies.
  • •Provide guidance and support to customers for queries relevant to HR systems.
  • •Ensure effective case handling by transferring cases only where appropriate and within specified guidelines.
  • •Resolve queries and escalate complex issues for timely resolution as required, and perform low- and medium-complexity tasks per service level agreements and procedures.
  • •Contribute to incident report completion; maintain strong understanding of HR policies and help update SOP/DTP processes and continuous improvement initiatives.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid LeaveEmployee AssistanceTravel Allowance

Key Requirements

  • •At least 1–2 years of experience in HR or an admin capacity.
  • •Willing to work night shifts and a hybrid setup with at least 3 days onsite per week.
  • •Ability to work assigned shifts and adjust schedule to support other regions when needed.
  • •Demonstrated flexibility to adjust schedule as required for other regions.
  • •Ability to support HR systems requests and transactions following standard methodologies.
Experience:1-2 years
Skills:Customer supportCase managementCompliance-mindedProcess improvementEscalation management
Languages:English
Tech Stack:Workday

Company Brief

AECOM
AECOM is a global infrastructure firm providing design, consulting, construction, and management services across transportation, buildings, water, environment, and energy sectors, delivering large-scale projects for public- and private-sector clients worldwide.
Industry: Civil Engineering
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Los Angeles, United States
Founded: 1990
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