Human resource management assistant

Job Description

Posted on 29 August 2025

Position Title: HR Contact Center

Job Description:

• Backlog Management: Review, prioritize, and resolve backlog items, ensuring timely and efficient completion.
• Stabilization Efforts: Identify and address areas of instability within processes and workflows to enhance overall operational efficiency.
• Collaboration: Work closely with cross-functional teams to understand backlog issues and support on agreed processes and procedures.
• Documentation: Maintain detailed records of backlog items, resolutions, and stabilization efforts for future reference and continuous improvement.
• Reporting: Provide regular updates and reports on backlog status and stabilization progress to management.
• First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal.
• Expert and skilled end user for Workday and other HR systems and tools. Document calls and code as appropriate for reporting purposes
• Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research)
• Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
• Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)
• Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.

Qualifications/Requirements

Qualifications:

• Overall number of years of experience per level in the field of HR Contact Center processes: (Analyst: fresh graduates, senior high school, 0-6 months experience in healthcare account, Specialist: 2+ years of related experience preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment)
• Bachelor's degree is preferred
• Excellent written and oral communication skills
• Ability to follow strict policy guidelines and recognize situations requiring call escalation
• Proficiency in Microsoft Office Suite
• Experience working in a Shared Services environment (HR Shared Services preferred)
• Experience in Workday (or similar), case management tools (Dovetail or SNow preferred)
• Amenable to work in a Hybrid set-up and on a Night shift schedule.
• Amenable to work on-site in Taguig

Work location

CITY OF MUNTINLUPA, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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