HR Supervisor

1. Job Summary

The HR Supervisor is responsible for supervising and coordinating the day-to-day Human Resources and Recruitment operations of One Call Solutions CCS. This role ensures the effective implementation of HR policies, efficient talent acquisition processes, employee relations management, regulatory compliance, and employee engagement initiatives.

The HR Supervisor works closely with the HR Manager, Operations, and other departments to support workforce requirements, maintain accurate employee records, promote a positive working environment, and ensure compliance with Philippine labor laws and company standards.

This position requires a hands-on, detail-oriented professional who can effectively supervise HR personnel, manage multiple priorities, and support the company's operational needs in a fast-paced Business Process Outsourcing (BPO) environment.

2. Roles & Responsibilities

A. Talent Acquisition & Recruitment

• Supervise and coordinate the end-to-end recruitment process for agents, support staff, leadership, and specialized positions.
• Implement recruitment strategies aligned with company hiring targets and operational requirements.
• Work closely with Operations and department heads to identify staffing needs and hiring priorities.
• Monitor job postings, candidate sourcing, screening, interview scheduling, and offer processing.
• Supervise recruitment staff and ensure compliance with recruitment procedures and performance targets.
• Maintain an active talent pipeline to support current and future workforce requirements.
• Monitor recruitment KPIs, including hiring targets, interview completion, endorsements, time-to-fill, and candidate conversion rates.
• Ensure accurate and timely updates of recruitment trackers, reports, and applicant records.
• Coordinate employee referral programs, recruitment campaigns, and external sourcing activities.
• Ensure candidates complete required pre-employment documentation and background verification processes.

B. Onboarding & Offboarding

• Supervise the onboarding process to ensure a smooth transition for newly hired employees.
• Verify completion of employment contracts, pre-employment requirements, and HR documentation.
• Coordinate with IT, Operations, Training, and other departments regarding new-hire readiness.
• Facilitate new-hire orientation and communicate company policies, benefits, and employment expectations.
• Monitor employee onboarding progress and address documentation or compliance concerns.
• Coordinate employee resignations, clearance procedures, and exit interviews.
• Ensure proper documentation of employee separations and coordination of final pay processing.
• Identify onboarding and offboarding improvement opportunities.

C. HR Operations & Employee Lifecycle Management

• Supervise daily HR administrative and operational activities.
• Maintain accurate, complete, and confidential employee records and personnel files.
• Monitor attendance, tardiness, absences, leave applications, and employee schedule changes.
• Coordinate employee movements, including promotions, transfers, regularization, and employment status changes.
• Ensure consistent implementation of company policies, procedures, and disciplinary guidelines.
• Assist in resolving employee concerns, workplace conflicts, and HR-related inquiries.
• Support the investigation and documentation of employee relations cases.
• Prepare and review HR memorandums, notices, incident reports, and disciplinary documentation.
• Ensure HR transactions and employee requests are processed accurately and within established timelines.

D. Employee Engagement, Culture & Retention

• Coordinate employee engagement activities, recognition programs, and company events.
• Support initiatives that improve employee morale, workplace satisfaction, and retention.
• Gather and analyze employee feedback to identify areas for improvement.
• Assist in monitoring employee attrition and developing retention initiatives.
• Promote a professional, respectful, inclusive, and collaborative workplace environment.
• Work with department leaders to address employee concerns and improve employee experience.

E. Performance Management & Employee Development

• Coordinate employee performance evaluation schedules and documentation.
• Monitor compliance with performance review requirements and established timelines.
• Assist managers in implementing performance improvement plans and corrective action programs.
• Ensure employee performance records are properly maintained and documented.
• Identify employee training and development needs in coordination with department heads.
• Support employee career development, succession planning, and leadership development initiatives.
• Assist in monitoring probationary employee performance and regularization assessments.

F. Compensation, Benefits & Payroll Coordination

• Coordinate with Payroll and Finance to ensure accurate submission of attendance, overtime, leave, and payroll-related information.
• Review payroll inputs and employee adjustments before endorsement to authorized personnel.
• Assist in administering employee compensation, incentives, allowances, and benefits programs.
• Coordinate government-mandated benefits and employee enrollment requirements.
• Address employee inquiries regarding compensation, payroll discrepancies, and benefits.
• Ensure proper documentation and approval of salary adjustments, promotions, and employee incentives.
• Maintain confidentiality of compensation and payroll-related information.

G. Compliance, Policies & Labor Relations

• Ensure HR operations comply with applicable Philippine labor laws, government regulations, and company policies.
• Assist in implementing and updating employee handbooks, HR guidelines, and internal procedures.
• Monitor compliance with attendance, disciplinary, employee documentation, and labor standards.
• Support the preparation of DOLE-related reports, labor compliance documents, and audit requirements.
• Ensure proper handling and confidentiality of employee information in accordance with the Data Privacy Act of 2012.
• Assist in employee investigations, administrative hearings, and disciplinary proceedings while observing due process.
• Monitor HR compliance issues and escalate significant concerns to HR Management.
• Stay informed about relevant labor law updates and HR best practices.

H. HR Supervision, Coordination & Reporting

• Supervise, guide, and support HR and Recruitment personnel in their daily responsibilities.
• Assign tasks, monitor workloads, and ensure timely completion of HR deliverables.
• Evaluate team productivity, performance, and compliance with established KPIs.
• Prepare daily, weekly, and monthly HR and Recruitment reports for management.
• Monitor key HR metrics, including headcount, attendance, attrition, recruitment performance, and employee movements.
• Coordinate with Operations, Training, IT, Finance, and Management regarding HR requirements.
• Recommend improvements to HR processes, reporting systems, and administrative workflows.
• Escalate critical HR issues and provide recommendations to management.
• Perform other HR-related duties assigned by authorized management.

3. Job Specifications (Experience & Skills)Qualifications & Requirements

• Bachelor's Degree in Human Resources Management, Psychology, Business Administration, or a related field.
• Minimum of 3 years of relevant HR experience, including at least 1 year in a supervisory or team leadership capacity.
• Experience in a BPO, Contact Center, or similar fast-paced operational environment is strongly preferred.
• Strong knowledge of end-to-end recruitment, HR administration, employee relations, and performance management.
• Working knowledge of Philippine labor laws, statutory benefits, labor compliance, and HR best practices.
• Experience supervising HR personnel, recruitment staff, or administrative teams.
• Proficiency in Microsoft Office applications, Google Workspace, and HR reporting tools.
• Excellent verbal and written communication skills.
• Strong leadership, organizational, analytical, and problem-solving abilities.
• Ability to handle confidential and sensitive employee information professionally.
• Strong conflict-resolution, decision-making, and interpersonal skills.
• Ability to manage multiple responsibilities, meet deadlines, and work with minimal supervision.
• High level of professionalism, integrity, accountability, and attention to detail.

Preferred Skills

• Experience supporting growing or start-up BPO operations.
• Familiarity with Human Resource Information Systems (HRIS), Applicant Tracking Systems (ATS), and payroll software.
• Experience managing recruitment KPIs, employee attendance, and workforce reports.
• Knowledge of employee disciplinary procedures, labor relations, and administrative investigations.
• Strong skills in HR reporting, data analysis, and process improvement.
• Experience coordinating employee engagement activities and organizational initiatives.
• Ability to work effectively with cross-functional teams and senior management.

4. Work Arrangement & Requirements

• Work Setup: Full-time, On-site
• Industry: Business Process Outsourcing (BPO) / Contact Center
• Work Schedule: Must be willing to work on a shifting schedule.
• Night Shift: Must be willing and able to work during night shift or graveyard shift hours.
• Flexibility: Must be able to adjust working hours based on operational and business requirements.
• Work Environment: Must be comfortable working in a fast-paced BPO environment.

5. Office Locations

Main Office:
IBM Philippines, Eastwood, Quezon City

Temporary Reporting Office:
Batasan Hills, Quezon City

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Ability to commute/relocate:

• Eastwood City: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Human resources: 2 years (Preferred)
• Human resources management: 2 years (Preferred)
• HR sourcing: 2 years (Preferred)
• HRIS: 2 years (Preferred)

Willingness to travel:

• 100% (Preferred)

Work Location: In person