CPS Contact Center Senior Specialist

Location: Manila, One Ayala Tower 2, Philippines

Company

hirify.global operates the HR contact center function described in this posting.

What you will do

• Manage and resolve employee and external HR requests through chat, email, and outbound calls.
• Handle people services requests accurately at the initial point of contact and meet service-level and quality metrics.
• Identify request trends, coordinate exceptions, provide recommendations, and triage cases to the appropriate resources.
• Support peer coaching, new-hire training, performance monitoring, quality audits, and process documentation.
• Prepare data reports and analysis, monitor projects, and serve as a process or country point of contact.
• Partner with HR teams and other groups to resolve concerns, provide employee education, and deliver a positive customer experience.

Requirements

• College graduate with customer service experience; an HR background is an advantage.
• Excellent verbal and written English communication skills required.
• Strong analytical, problem-solving, organizational, and prioritization skills.
• Ability to work independently, with a team, or under minimal supervision in a fast-paced, multitasking environment.
• High attention to detail, resourcefulness, and knowledge of customer service best practices.
• Ability to manage confidential information, handle difficult messages, and work with customers of different ranks and behaviors.

Nice to have

• Working knowledge of ServiceNow and Workday.
• Previous HR customer service experience.

Culture & Benefits

• Work includes collaboration with HR partners, customers, and other non-HR groups.
• Participation in team-building, pillar engagement, and client relationship activities.
• Continuous learning and adaptation while meeting service delivery expectations.