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Workforce Management Agent

1 week ago

Paranaque City, Calabarzon, Philippines RGP Full time
About This Role
We are seeking two HR Contact Center Agents to join our team in Manila. These agents will provide critical support to our operations team, handling HR-related inquiries across multiple platforms.

The ideal candidate will have experience with case management and shared service systems, inbound call handling, and triage. They will also possess strong English communication and interpersonal abilities, a proactive approach to problem-solving, and a high capacity for learning and adaptability.

Key Responsibilities
  • Platform Support:
  1. Portal Cases:
  • Manage employee-submitted requests via the queue.
  • Conduct triage to resolve issues promptly or escalate as necessary.
Live Chat:
  • Handle up to 2 concurrent chats.
  • Deliver real-time resolutions or gather information for follow-up.
Live Call:
  • Field inbound calls with professionalism and accuracy.
  • Assist with inquiries or route to appropriate teams when needed.
HR People Function Services:
  1. Workforce Data Management:
  • Oversee exit and onboarding processes.
  • Support organizational restructures.
Benefits Management:
  • Address leave and absence queries.
Workday Digital Experience:
  • Provide guidance on employee goals, performance, and development.
Payroll Assistance:
  • Navigate payroll inquiries and redirect complex cases to the appropriate teams.
Workspace Solutions:
  • Support employees with room booking and visitor management.


Requirements
Experience:
  • Case management and shared service systems (e.g., ServiceNow, Salesforce, Workday).
  • Inbound call handling and triage experience.
  • Familiarity with HR functions, procurement, and payroll.

Skills:
  • Strong English communication and interpersonal abilities.
  • Curiosity with a proactive approach to problem-solving.
  • Ability to probe effectively and ask relevant questions.
  • High capacity for learning and adaptability.

Attributes:
  • Customer-focused mindset.
  • Collaborative and team-oriented.
  • Exceptional organizational and time-management skills.