HR Contact Center Coordinator (Fixed-term)

Aecom Philippines, Inc.; Pateros; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

AECOM is seeking an HR/Administration professional to resolve HR system tickets and queries, provide policy guidance, and support hybrid work arrangements. The role emphasizes adherence to SOPs, privacy, and compliance while maintaining excellent service levels.

The candidate will handle incidents, contribute to process improvements, and work across regions as needed, with a night-shift capable schedule. Join a global team delivering infrastructure expertise.

Qualifications

• 1–2 years of experience in HR or admin capacity.
• Willing to work night shifts and hybrid setup of at least 3 days onsite per week.

Responsibilities

• Resolve HR-related tickets and queries via calls, chats, and ticketing system.
• Provide guidance on HR systems questions (e.g., Workday).
• Ensure cases are handled per SOPs and SLA; escalate when needed.
• Maintain understanding of company policies to interpret guidelines.
• Contribute to continuous improvement and incident reporting.
• Adhere to audit and regulatory requirements (GDPR, privacy policy, SOX).
• Support basic HR system requests and transactions following standard methods.

Skills

Customer support

HR systems knowledge

Communication

Problem solving

Tools

Workday

Job description

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 over 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

• 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 elevate 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, elevate 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

• Ability to work on their assigned shift and demonstrate flexibility to adjust schedule to support other regions when the need arises

• Ability to work on a hybrid setup

Qualifications

• Must have at least 1-2 years of experience either in HR or admin capacity

• Willing to work night shifts and hybrid set-up of at least 3 days onsite per week.

Additional Information

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options,well-being resources, employee assistance program, business travel insurance, and service recognition awards.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients' complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle - from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you'll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you've always envisioned. Here, you'll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.