HR Services – Contact Center Team Lead

Company Description

Work with Us. Change the World.

At AECOM, we’re delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world’s trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We’re one global team driven by our common purpose to deliver a better world. Join us.

Job Description

The role is responsible and accountable for supervising a team in the HR Contact Center, to ensure the team meets or exceeds expectations and defined SLA targets. The role will support the manager and coordinate with stakeholders and team members in executing end-to-end contact center activities by ensuring quality and timeliness of output, adherence to defined service level agreements, and ensuring compliance to relevant standards and procedures. The role is responsible for ensuring effective staff utilization to meet business needs and ensure effective service delivery. Responsible for supporting team members as needed, providing coaching and training, ensuring team members are engaged and motivated and fostering a collaborative culture.

• Responsible for managing the day-to-day HR Contact Center operations by leading the team and developing and implementing internal workflow processes, operating procedures, team schedules, and controls.

• Manage team workload and capacity; recommend long or short-term adjustments to staffing model when/if necessary, to effectively support shifts in scope of work and/or volume

• Manage team performance, provide coaching, and identify career development opportunities relevant to the team

• Develop strong stakeholder relationships by ensuring escalations are managed effectively and proactively and elevating if/when necessary

• Lead and/or participate in governance meetings with internal/external stakeholders to discuss operational results, issues, strategies, and solutions to improve team’s performance

• Provide and present regular performance and operational progress reports to internal/external stakeholders ensuring issues are flagged, monitored, and resolved in a timely manner

• Ensure effective timely communication to leadership and stakeholders

• Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency

• Investigate and resolve complex issues

• Analyze issues and service failures to identify root causes and trends to develop and implement improvement strategies

• Be a point of escalation for issues and time critical actions. Undertake required actions and resolve as appropriate. Escalating as required

• Drive continuous improvement. Identify and implement process improvements to streamline processes, improve customer experience, increase productivity, and ensure high quality service delivery

• Lead system testing, coordinating this activity for the team. Identify issues, ensure retesting happens until issues are resolved

• Provide guidance and direction to the team according to established policies, procedures, and management guidelines

• Accountable 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

Qualifications

• Must be open for NIGHT SHIFT SCHEDULE to support our Americas Region.

• Must be open on HYBRID SET-UP (AECOM’S Freedom to Grow initiative).

• Has handled Contact Center teams (calls, chat, cases) in an HR Shared Services set up – preferably supporting North America region.

• Must have a background in MS Office, ServiceNow (SNOW), Workday, InContact, Oracle, Workday, SAP, PeopleSoft, or other similar platforms and tools.

• Bachelor’s degree in Human resources and any business-related course or equivalent relevant courses

• At least 7 years of experience in outsourcing, shared services, or similar models and has experience in managing an HR Contact Center team that supports the Americas region.

• Advanced knowledge of processes and procedures related to HR and HR operations

• Advanced proficiency in MS Office

• Experience creating reporting dashboards and excellent tracking capabilities

• Experience in handling projects relevant to HR services.

Additional Information

• Ability to effectively communicate and collaborate with various internal and external customers globally. Ability to use tact and discretion in delivering critical and sensitive information to peers, stakeholders, and direct reports. (Communication)

• Ability to maintain a high level of collaboration among multiple internal and external stakeholders to effectively arrive at solutions and develop initiatives. (Collaboration)

• Ability to identify and resolve varied and complex issues by applying best practices and technical expertise and ability to recommend solutions for recurring and unique scenarios. (Problem Solving)

• Ability to supervise and manage the day-to-day work assignments, deliverables, and operational requirements aligned with the functional goals and objectives. (Operational Management)

• Ability to provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task and ability to support direct reports to achieve desired performance and output (Coaching)

• Ability to clearly define objectives and set targets for the team that are consistent with and compliant to service delivery agreements, key performance indicators, and policies. (Planning and Organizing)

• Ability to gather, integrate, validate, and analyze relevant data to develop resolutions, findings, and recommendations. (Analytical Thinking)

• Ability to monitor and measure progress and effectively drive individual and team results that support the overall goal of the team. (Results Oriented)

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $13.1 billion in fiscal year 2022. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.

ReqID: J10100931

Business Line: Geography OH

Business Group: DCS

Strategic Business Unit: GBS

Career Area: Human Resources

Work Location Model: Hybrid