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 worlds 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

We''re looking for a hands-on Contact Center operations specialist who combines deep Contact Centre expertise with Lean Six Sigma rigour. You will own the OpEx agenda for HR and Finance Contact Center towers globally - improving case resolution, driving automation, and building a culture of continuous improvement across a complex GBS workplace.

Responsibilities:

Contact Center Operations

- Own end-to-end CC service delivery across HR & Finance (Tier 03)
- Drive SLA performance: FCR, AHT, backlog, deflection, CSAT
- Optimize case resolution speed, quality, and employee experience
- Lead demand management and self-service/deflection strategies
- Govern knowledge management and service catalog quality

Continuous Improvement

- Embed Lean Six Sigma across CC processes eliminate waste, reduce rework and failure demand
- Lead annual process maturity assessments and improvement roadmaps
- Coach and certify CI capability across GBS service teams





Automation & AI Enablement

- Own the CC automation roadmap: virtual agents, case triage, knowledge AI, agent assist
- Drive GenAI use cases across HR and Finance support operations
- Partner with Digital, IT, and BA teams to deliver scalable AI solutions
- Ensure digital initiatives deliver measurable outcomes (efficiency, quality, compliance)

Governance & Stakeholder Management

- Serve as single point of contact for CC OpEx aligning regions, GPOs, and leadership
- Track and report improvement portfolio: Just-do-its, Lean projects, GB/BB initiatives

Qualifications

Qualifications:

- 5+ years in Contact Center operations (GBS, BPO, or shared services)
- Proven delivery of CC performance improvements: AHT, FCR, CSAT, deflection
- Hands-on Lean Six Sigma Green Belt Black Belt preferred
- Experience with case-based platforms (ServiceNow or equivalent)
- Led automation or AI implementation in a CC or service delivery environment

What sets you apart

- You''ve built or transformed a Contact Center not just optimised within one
- Comfortable at both strategic and hands-on level in complex environments
- Strong data instinct: you reach for metrics before conclusions
- Able to lead without authority across geographies and functions
- Fluent in English; experience in multicultural global teams

Additional Information

Personal & Leadership Attributes

- Embodies AECOM values: Deliver, Dream, Anticipate, Inspire, Collaborate, and Safety.
- Highly self-driven and results-oriented.
- Comfortable operating strategically and hands-on.
- Able to manage complexity and ambiguity in fast-evolving digital environments.

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.

📌 Contact Centre Operations Excellence Lead (HR & Finance) (Bengaluru)
🏢 Aecom
📍 Bengaluru