HR Supervisor, Pasig

Human Resource (HR) Supervisor - Hybrid Set-up (Manila Site)

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Human Resource (HR) Supervisor for our Awesome CX by Transcom Manila site. As the Team Lead for HR Helpdesk & Document Management, you are the engine room of our HR service delivery. Your goal is to transform employee support from a reactive ticketing function into a proactive, high efficiency machine. You will lead a team responsible for the first impression of HR, ensuring that every query is handled with precision, every transaction is documented, and our Tier 0 (Self-Service) strategy continues to reduce friction for our global workforce.

Join our Awesome CX by Transcom Family as an Human Resource (HR) Supervisor

Key Responsibilities:

People Leadership and Team Management:

• Provide strong leadership, coaching, motivation, and development to a team of HR Helpdesk professionals handling employee queries and HR transactions
• Set clear performance expectations, conduct regular 1:1s, performance reviews, and coaching sessions to drive individual and team growth
• Manage team scheduling, attendance, shift coverage, and resource allocation to meet operational demands in a 24/7 or extended-hours BPO setup
• Foster a high-performance, inclusive culture that supports professional development and talent retention

Employee Experience and Service Delivery

• Drive Performance: Oversee daily helpdesk operations, ensuring the team meets or exceeds Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response time and resolution quality
• Escalation Management: Serve as the point of contact for complex queries, ensuring seamless hand-offs to specialized teams like Payroll, C&B, or HRBPs.
• Agile Growth: Scalability is key. You will design workflows that can absorb rapid headcount and scope growth without compromising quality across various regions

Knowledge Management and Tier 0 Strategy

• Root Cause Analysis: Regularly identify "query drivers" (the why behind the tickets) to address systemic issues.
• Knowledge Base (KB) Ownership: Build and maintain a robust HR Knowledge Base. Ensure content is updated in real-time so employees can find answers via self-service (Tier 0) before needing to contact a human.
• Continuous Improvement: Work with the tech team to optimize the HR Portal and Chatbot logic based on trending employee needs

Document Management & Compliance

• Lifecycle Governance: Oversee the digital filing and retrieval systems for employee records, ensuring 100% accuracy and audit readiness
• Audit Participation: Represent HRSS in internal and external audits (e.g., ISO, SOC2, or Statutory Labor audits), ensuring all documentation is compliant with local labor laws

Stakeholder Collaboration

• Cross-Functional Support: Partner with Compensation & Benefits and Payroll to streamline data flow and ensure that helpdesk agents are trained on the latest policy changes
• Feedback Loop: Provide the Reporting team with qualitative data to supplement their quantitative dashboards

Key Performance Indicators (KPIs) & Success Measures

• Team performance: Timeliness, Accuracy, CSAT/NPS scores
• Operational: Achievement of SLAs, low volume of escalations/complaints
• Employee Experience: Successful launch and impact of experience programs/initiatives
• Zero/minimal critical customer complaints; sustained high team engagement and low attrition

Qualifications & Experience

• 3+ years in HR Shared Services or a high-volume Global Helpdesk, with at least 1.5 years in a leadership/supervisory role.

Required Skills & Competencies

• Platform Expertise: Deep familiarity with Case Management Tools (e.g., ServiceNow, Zendesk, etc.) and Document Management Systems. Experience in SAP, Kronos are also preferred.
• SLA/KPI Focus: Proven ability to manage by metricstransforming raw ticket data into performance improvement plans
• Strategic Thinking: Experience in transitioning organizations from manual email-based support to a Tiered Service Delivery Model
• Communication: Exceptional English (written and verbal) with the ability to simplify complex HR policies for a general audience
• Behavioral Competencies
• Agility: You thrive in a build-as-you-fly environment.
• Empathy: You understand that behind every ticket is an employee who needs help.
• Detail-Oriented: You have an audit-ready mindset, ensuring no document is out of place.