A. Job Summary

The HR & Recruitment Manager is responsible for leading and managing the full spectrum of Human Resources and Talent Acquisition functions for One Call Solutions CCS. This role ensures the company attracts, develops, and retains top talent while maintaining strong HR systems, compliance, and a positive employee experience aligned with business goals.

The role requires a hands-on leader who can balance strategic planning, people management, and day-to-day HR execution in a fast-paced BPO environment.

B. Roles & Responsibilities

Talent Acquisition & Recruitment

• Own and manage the end-to-end recruitment process for all roles (agents, support staff, leadership, and specialized positions)
• Develop and implement recruitment strategies aligned with hiring forecasts and business needs
• Partner with Operations and Leadership to understand workforce requirements and timelines
• Oversee job postings, sourcing, screening, interviews, and offer management
• Build and maintain a strong talent pipeline for current and future hiring needs
• Ensure a positive candidate experience from application to onboarding
• Track and report recruitment metrics (time-to-fill, cost-per-hire, attrition trends)
• Manage recruitment vendors, referrals, and external partners as needed
• Ensure compliance with hiring standards, documentation, and background checks

Onboarding & Offboarding

• Design and manage a structured onboarding process for new hires
• Ensure completion of employment requirements, contracts, and HR documentation
• Coordinate with Operations, IT, and Training for seamless new-hire readiness
• Conduct exit interviews and analyze trends to support retention strategies
• Ensure proper offboarding, clearance, and final pay processes

HR Operations & Employee Lifecycle Management

Oversee all HR functions, including:

• Employee records management
• Attendance, leave, and disciplinary tracking
• Performance management processes
• Promotions, transfers, and employee movements
• Ensure consistent implementation of company policies and procedures
• Act as the primary point of contact for employee concerns, grievances, and HR inquiries
• Support managers in handling employee relations cases professionally and fairly
• Ensure proper documentation of incidents, corrective actions, and decisions

Employee Engagement, Culture & Retention

• Lead initiatives that promote employee engagement, morale, and retention
• Develop and implement engagement programs, recognition activities, and company events
• Partner with leadership to foster a healthy, inclusive, and high-performance culture
• Analyze attrition and employee feedback to recommend improvement actions
• Support leadership in change management and organizational development initiatives

Performance Management & Development

• Oversee performance evaluation processes and timelines
• Ensure fair, consistent, and objective performance assessments
• Partner with managers to identify training and development needs
• Support career development, succession planning, and leadership readiness
• Assist in creating training programs in collaboration with L&D or Operations

Compensation, Benefits & Payroll Support

• Manage and administer compensation and benefits programs
• Ensure alignment of salary structures with company standards and market benchmarks
• Review and process salary adjustments, promotions, and incentives
• Coordinate with Finance/Payroll to ensure accurate and timely payroll processing
• Ensure benefits enrollment, renewals, and employee communication are handled properly

Compliance, Policies & Labor Relations

• Ensure compliance with Philippine labor laws, government regulations, and BPO industry standards
• Maintain updated employee handbook, policies, and HR procedures
• Handle DOLE-related requirements, audits, and reports as needed
• Ensure data privacy and confidentiality of employee records
• Stay updated on labor law changes and advise leadership accordingly
• HR Leadership, Strategy & Reporting
• Serve as a strategic HR partner to leadership and operations
• Develop HR plans aligned with business growth and operational goals
• Lead and mentor the HR and Recruitment team
• Prepare and present HR reports, dashboards, and insights to leadership
• Recommend HR improvements, systems, and tools to increase efficiency

Job Specifications (Experiences & Skills)

Qualifications & Requirements

• Bachelor’s Degree in Human Resources, Psychology, Business Administration, or related field
• Minimum 5 years of HR experience, with at least 3 years in a Managerial role
• Strong background in BPO/Contact Center HR and recruitment
• Proven experience handling end-to-end recruitment at scale
• Strong knowledge of Philippine labor laws and HR best practices
• Excellent communication, leadership, and conflict-resolution skills
• High level of professionalism, confidentiality, and integrity
• Strong organizational and analytical skills
• Hands-on, adaptable, and able to work in a fast-paced environment

Preferred Skills

• Experience supporting start-up or scaling BPO operations
• Familiarity with HRIS, ATS, and payroll systems
• Strong stakeholder management and executive communication skills

Main Office: Eastwood, Quezon City