Key Responsibilities

1. Talent Acquisition & High-Volume Hiring (US Accounts)

- Design and run localized sourcing campaigns to attract experienced English-speaking CSRs/agents in Manila, prioritizing candidates with prior US/North American account experience.

- Build and maintain an active local talent pool and referral network to meet rapid, high-volume onboarding timelines.

- Set screening benchmarks for English communication quality and role fit.

2. HR Operations, Policy & Government Compliance

- Design and implement the company Employee Handbook and internal policies, fully aligned with the Philippine Labor Code and DOLE requirements.

- Hands-on management or close supervision of accurate monthly SSS, PhilHealth, and Pag-IBIG registration, remittance, and loan processing via official employer portals.

- Oversee timekeeping and payroll readiness; compute compliant final pay (separation pay, 13th-month).

3. Labor Relations & Full-Spectrum HR

- Serve as the point person for labor relations and grievance handling, ensuring statutory due process (Notice to Explain, administrative hearings) to protect the company from DOLE liabilities.

- Build onboarding, orientation, and retention frameworks to integrate new batches and reduce agent attrition.