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Serve as the HR business partner for Metro Manila, managing employee relations, investigations, grievance resolution, disciplinary actions, and compliance with labor laws. Partner with leaders on ER strategy, support hearings and documentation, analyze ER trends, and recommend process improvements.

Manage and oversee customer support operations for international voice (US shift), ensure high CSAT by resolving customer queries via calls, troubleshoot issues, build trust, produce reports/presentations, and lead a mid-size operations unit in a rotational office-based schedule.

The Talent Acquisition Recruiter manages recruiting for various roles, develops hiring strategies, conducts interviews, and ensures compliance with hiring procedures.

Install, administer, monitor, and optimize Windows and/or UNIX servers and network management systems. Perform backups, restores, patches, troubleshooting, performance tuning, directory services management, and participate in disaster recovery and project work. Respond to Service Desk tickets to meet SLAs, maintain SOPs/documentation, and support process improvements for core infrastructure services.

Lead identification, investigation, and resolution of recurring and high-impact IT problems. Drive RCA, manage problem records and backlogs, coordinate cross-functional teams, produce executive RCA reports, and implement corrective actions to improve service reliability and reduce repeat incidents.

Lead and manage day-to-day contact centre operations, including workforce planning, resource allocation, performance and quality management. Develop and implement strategies to improve efficiency and customer satisfaction, coach and support team leaders and agents, collaborate with QA and Training, monitor KPIs, ensure policy and regulatory compliance, and foster employee engagement and development.

Manage day-to-day call center operations for assigned client programs, lead and develop front-line supervisory staff, monitor KPIs and financials, implement action plans to improve performance, collaborate with HR and support teams on staffing and training, and escalate operational issues to senior management.

Recruit and source candidates (including college recruiting), manage full-cycle recruiting, coordinate pre-employment checks, collaborate with hiring managers, create job descriptions and recruiting plans, track metrics, and support HR onboarding and compliance.

Manage operational performance for contact center programs, supervising team/shift managers. Oversee training, quality reviews, budgets, policy compliance, troubleshooting, process improvements, metrics monitoring, and cross-functional communication with senior leadership to meet client expectations.

No specific responsibilities or qualifications were included in the provided job description content.