GPS Helpdesk Team Lead - Manila, Philippines

Transcom is looking for talented individuals like you to join our awesome team! Be the next GPS - Helpdesk Team Lead for our Transcom Pasig site.

Join our Transcom Family as a GPS - Helpdesk Team Lead!

As the Team Lead for HR Helpdesk & Document Management, you are the engine room of our HR service delivery. Your goal is to transform employee support from a reactive "ticketing" function into a proactive, high-efficiency machine. You will lead a team responsible for the first impression of HR, ensuring that every query is handled with precision, every transaction is documented, and our Tier 0 (Self-Service) strategy continues to reduce friction for our global workforce.

Key Responsibilities:

People Leadership and Team Management

• Provide strong leadership, coaching, motivation, and development to a team of HR Helpdesk professionals handling employee queries and HR transactions

• Set clear performance expectations, conduct regular 1:1s, performance reviews, and coaching sessions to drive individual and team growth

• Manage team scheduling, attendance, shift coverage, and resource allocation to meet operational demands in a 24/7 or extended-hours BPO setup

• Foster a high-performance, inclusive culture that supports professional development and talent retention

Employee Experience and Service Delivery

• Drive Performance: Oversee daily helpdesk operations, ensuring the team meets or exceeds Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response time and resolution quality.

• Escalation Management: Serve as the point of contact for complex queries, ensuring seamless hand-offs to specialized teams like Payroll, C&B, or HRBPs.

• Agile Growth: Scalability is key. You will design workflows that can absorb rapid headcount and scope growth without compromising quality across various regions.

Knowledge Management and Tier 0 Strategy

• Root Cause Analysis: Regularly identify "query drivers" (the why behind the tickets) to address systemic issues.

• Knowledge Base (KB) Ownership: Build and maintain a robust HR Knowledge Base. Ensure content is updated in real-time so employees can find answers via self-service (Tier 0) before needing to contact a human.

• Continuous Improvement: Work with the tech team to optimize the HR Portal and Chatbot logic based on trending employee needs.

Document Management & Compliance

• Lifecycle Governance: Oversee the digital filing and retrieval systems for employee records, ensuring 100% accuracy and audit readiness.

• Audit Participation: Represent HRSS in internal and external audits (e.g., ISO, SOC2, or Statutory Labor audits), ensuring all documentation is compliant with local labor laws.

Stakeholder Collaboration

• Cross-Functional Support: Partner with Compensation & Benefits and Payroll to streamline data flow and ensure that helpdesk agents are trained on the latest policy changes.

• Feedback Loop: Provide the Reporting team with qualitative data to supplement their quantitative dashboards.

What we are looking for:

To be successful in this role you must…

• 3+ years in HR Shared Services or a high-volume Global Helpdesk, with at least 1.5 years in a leadership/supervisory role.

Required Skills & Competencies

• Platform Expertise: Deep familiarity with Case Management Tools (e.g., ServiceNow, Zendesk, etc.) and Document Management Systems. Experience in SAP, Kronos are also preferred.

• SLA/KPI Focus: Proven ability to manage by metrics—transforming raw ticket data into performance improvement plans.

• Strategic Thinking: Experience in transitioning organizations from manual email-based support to a Tiered Service Delivery Model.

• Communication: Exceptional English (written and verbal) with the ability to simplify complex HR policies for a general audience

Behavioral Competencies

• Agility: You thrive in a "build-as-you-fly" environment.

• Empathy: You understand that behind every ticket is an employee who needs help.

• Detail-Oriented: You have an "audit-ready" mindset, ensuring no document is out of place.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team! 

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.