People Ops Supervisor
at Five9
Manila, Philippines (Hybrid)
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
People Operations Supervisor
The People Operations Supervisor manages the People Operations Representatives (Tier 1) who provide employee support and handle employee lifecycle transactions. This role ensures a consistent, high-quality employee experience and will be instrumental in identifying opportunities to enhance service delivery.
Additionally, the People Operations Supervisor serves as Tier 2 People Operations support for employees in the APAC Region. This role may partner closely with the Regional People Operations Specialists and reports directly to the People Operations Manager.
Key Responsibilities
Leadership & Employee Experience
- Supervise and guide the People Ops Representatives who manage Tier 1 employee support and lifecycle transactions.
- Maintain service quality through Freshservice ticket management, analysis of employee feedback trends, and knowledge base updates.
- Conduct quarterly reviews of Freshservice tickets and knowledge base content to identify improvement opportunities.
- Collaborate with the People Operations Specialist on workflow and system enhancements.
Regional HR Operations
- Provide Tier 2 case support through Freshservice for employees, responding to and resolving inquiries in a timely and professional manner.
- Partner with HR, Benefits, and Payroll teams to ensure accurate and timely payroll-related data submission.
- Prepare and submit payroll reports for job changes, transfers, and compensation updates to Payroll.
- Maintain APAC employee-facing knowledge content.
- Manage visa and work permit processing and renewals for foreign hires in Philippines.
- Support internal and external audits and ensure data accuracy.
- Conduct periodic audits to ensure policy and regulatory compliance.
General Responsibilities
- Identify process efficiencies and contribute to documentation updates.
- Prepare quarterly business review reports for leadership.
- Serve as backup support for Philippines benefits administration, covering employee inquiries, required filings, enrollments and updates, vendor reporting, and full leave management through return-to-work.
- Assist People Ops Representatives with UKG lifecycle transactions, including hires, terminations, promotions, and job changes as needed.
Qualifications
- 3–5 years of HR Operations experience, with strong knowledge of Philippines labor laws.
- Minimum 1 year of people management or leadership experience.
- Experience with HRIS systems (UKG preferred) and case management tools (Freshservice).
- Strong organizational, compliance, and communication skills.
- Ability to balance operational detail with high-quality service delivery.
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.