HR Contact Center Coordinator (Fixed-term)

AECOM; Taguig; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

AECOM is seeking an HR Services Associate to handle HR system queries and ticketing. You’ll resolve mid‑level issues across calls, chats, and ticketing tools, while adhering to SOPs and privacy standards in a hybrid work model.

You will support Workday transactions, escalate complex cases, and contribute to process improvements within an inclusive, global team environment.

Qualifications

• Experience in HR or administrative roles (1–2 years).
• Willing to work night shifts and a hybrid schedule (3 days onsite).

Responsibilities

• 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 SOPs.
• 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 escalate complex issues for timely resolution as required.
• Perform low and medium complexity tasks as required in compliance with service level agreements, process, policies, and procedures.
• Provide input to the completion of incident reports.
• Develop and maintain a strong understanding of company policies to interpret and explain policy beyond FAQ documents (e.g., Leave Accrual policy).
• Contribute to SOP/DTP maintenance by identifying opportunities to improve processes and revising documents accordingly.
• Contribute/Provide insights to CI initiatives by initiating ideas or joining CI project teams.
• Ensure adherence to audit and regulatory requirements (GDPR, Privacy Policy, SOX) to mitigate risk.
• Ensure Service Level Agreements are met.
• Support basic HR systems (Workday) requests and transactions following standard methodologies.
• Have flexibility to adjust schedules to support other regions; operate in a hybrid setup.

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 escalte 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, escalte 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 the following:

• 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
• 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.

Equal Opportunity Statement

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.

ReqID

J10157690

Business Line

Geography OH

Business Group

DCS

Strategic Business Unit

GBS

Career Area

Human Resources

Work Location Model

Hybrid