IBM 3324197 - HR Contact Center Representative in NAGA CITY, Philippines

Job Description

This role encompasses HR Generalists and HR Specialists. They handle individual queries through calls and e-mail from all their customers (client employees and managers). Topics include, but are not limited to, Compensation & Benefits, Workforce Management, Skills Learning. The HR Generalists perform 1st level support and receive the queries first through direct calls and e-mails. The HR Specialists perform 2nd level support and handle more difficult, time consuming or special queries. This involves working closely with client HR teams in various countries. The employee prioritizes tasks and chooses the best method.



Experience and working knowledge in several interrelated departmental activities. Awareness of functional activities.


Seeks and exchanges information, ideas, and concepts. Some presentation skills are necessary. May require negotiation to achieve coordination.

Problem Solving:

Use specialized technical knowledge to identify ,evaluate, and resolve various interrelated problems from several sources.

Recommends improvements to established procedures.


Responsible for a variety of interrelated processes within well established procedures.

Responsible to set work schedules individually or as a team member.

Process is monitored as required.

Provides technical guidance.

Impact on Business/Scope:

Accountable for individual results and for the impact of the results on the team, interrelated activities, or project.

Required Technical and Professional Expertise

  • Strong communication skills (oral & written) – confident and able in communicating with key managers, executives and other external contacts

  • Customer-oriented – demonstrates a positive attitude towards customer service

Preferred Tech and Prof Experience

  • Strong interpersonal skills – able to collaborate with people and work effectively in a team

  • Sensitivity to cultural differences and customers’ varying needs;

  • Need to thoroughly understand complex matrix of Global and country-specific laws, policies and practices and interpret same to others in an understandable manner;

  • Able to anticipate potential issues and pro-actively address them

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.