HR Operations Specialist – Onsite in Cebu

About the role

We are seeking an HR Operations Specialist to provide frontline employee relations support via phone. You will be the first point of contact for staff inquiries, ensuring accurate, timely, and policy‑aligned assistance.

Key responsibilities

• Handle employee relations inquiries primarily over the phone, using effective questioning, active listening, and de‑escalation techniques.
• Resolve concerns directly or route them to the appropriate HR team, referencing relevant policies, procedures, and labor regulations.
• Communicate HR processes and policies clearly during live conversations with employees and managers.
• Document call cases accurately while maintaining confidentiality and data‑privacy compliance.
• Exercise judgement on escalation needs, involving HR leadership or specialized support when required.
• Identify recurring inquiry themes, flag trends, and suggest policy or process improvements.

Required profile

• Fluent in English (C1) and French (C1) with strong verbal and written communication skills.
• Minimum 1 year of HR experience, preferably in employee support or a call‑center environment.
• Ability to interpret and explain HR policies, manage real‑time phone conversations with professionalism and empathy, and make sound decisions in ambiguous situations.
• High level of confidentiality, integrity, attention to detail, and strong time‑management skills.

Required skills

• Microsoft Office Suite
• Workday
• SuccessFactors
• Oracle HCM
• ServiceNow
• Zendesk
• Salesforce