Human Capital Services Coordinator in Quezon City at TTEC

Date Posted: 8/19/2018

Job Snapshot

Job Description

TeleTech is seeking a Human Capital Services Coordinator to join our Human Capital Services team at our Regional Operating Headquarters, based in Novaliches, Philippines.
Human Capital Services (HCS) is a strategic shared services department established to efficiently manage benefits administration and deliver employee-related services across all the business units of the company. Leveraging on continuous process Improvement, system enhancement and technology advancements, HCS aims to improve the overall employee experience by promoting a more self-serviced HR environment, being scalable and responsive to the needs of our employees and every HC organization globally. The team handles approximately 30,000 interactions every month via our ticket and chat channels.
What you’ll be doing : 

Human Capital Services Coordinators are the front line resource for monitoring and triaging all incoming tickets to the human capital service center for their designated geographies.  They are responsible for deciphering and assigning each ticket to the appropriate service center group.  Coordinators are expected to identify, handle and respond to basic employee questions via ticket or chat where answers were not obtained by the employee through the self serve knowledgebase.   They must also monitor all new We Here You (WHY) cases and be able to classify as Tier 0 – 3.  They are responsible for handling and responding to Tier 0/1 cases and directing tier 2/3 cases to the appropriate Human Capital Services group.  Human Capital Services Coordinators must adhere to all human capital service center performance objectives, metrics and standard operating procedures.
What you’ll bring to us :

  • Triage Service Center incoming tickets
  • Accurately and efficiently maintain employee records in Oracle
  • Support vendor management administration
  • Respond to Tier 0/1 level employee tickets and chats
  • Manage leave, end employment and return to work administration
  • Improve the key success metrics

What skills you’ll need :

  • Working knowledge of various HC and TeleTech systems
  • Strong attention to detail, focus and ability to follow standard operating procedures
  • Basic knowledge of MS Office applications
  • Ability to learn technology quickly
  • Ability to learn data entry into the Oracle database system

Who We Are :

TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients.  Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations.

What We Offer :

  • Competitive salary packages, variable incentive bonus plans
  • 100% employer paid HMO coverage for employees
  • Life insurance, wellness programs, onsite clinic
  • Comprehensive health and wellness program, including employee assistance
  • Employee recognition programs, professional development, tuition reimbursement
  • Learning and career growth opportunities via our global footprint
  • Shuttles, gym discounts

TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer.


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