We are establishing a new Chinese speaking Customer Service Center in Taoyuan, Taiwan, with an initial scale of 50100 seats and planned expansion to approximately 200 seats and beyond.
The Senior HR & Administration Manager will lead the end-to-end setup and scaling of HR and administrative functions to support this growth. This role requires a hands-on HR leader with strong recruitment capabilities, solid knowledge of Taiwan labor regulations, and experience operating in high-volume or contact center environments.
The successful candidate will be responsible for workforce ramp-up, labor compliance, vendor management, onboarding framework design, and office operational readiness.
Key Responsibilities
1. HR Compliance & Employee Relations
- Ensure full compliance with Taiwan Labor Standards Act and all applicable employment regulations.
- Oversee labor insurance, National Health Insurance enrollment and labor pension contributions.
- Manage employment contracts, probation confirmations, terminations and severance calculations in accordance with local laws.
- Maintain statutory records and ensure proper documentation and filing.
- Serve as the primary HR contact for labor inspections, audits and employee relations matters.
- Ensure compliance with Taiwan Personal Data Protection Act (PDPA) requirements in all HR processes.
2. Recruitment & Talent Acquisition
- Lead full-cycle recruitment for all local roles including Customer Service Agents, Team Leads, Customer Service Managers, HR staff and Recruitment Specialists.
- Design and execute volume hiring strategies to meet aggressive ramp-up timelines.
- Manage RPO partners, recruitment agencies and local job platforms (e.g., 104, 1111).
- Establish structured interview processes, assessment criteria and offer management procedures.
- Track recruitment metrics including time-to-fill, cost-per-hire, yield ratios and offer acceptance rates.
- Develop talent pipelines and succession planning for critical operational roles.
3. Workforce Planning, Onboarding & Performance Support
- Develop structured onboarding programs and probation evaluation frameworks.
- Support workforce capacity planning aligned with operational growth.
- Partner with Operations, Training and QA teams to implement feedback and performance improvement mechanisms.
- Support implementation of performance management processes.
4. Vendor & RPO Management
- Select, negotiate and manage RPO and recruitment agency contracts.
- Define service level agreements, reporting cadence and performance KPIs.
- Oversee payroll vendors or EOR arrangements where applicable.
- Ensure contractual compliance and data protection standards across external partners.
5. Administration & Facilities Setup
- Support office site selection coordination with brokers and provide HR operational input during lease discussions.
- Oversee office fit-out planning including seating capacity, workstation allocation, telecom requirements, access control and operational readiness.
- Manage facility-related vendors including furniture, equipment and service providers.
- Ensure administrative infrastructure supports rapid hiring and onboarding.
Key Requirements:
- Minimum 10 - 12 years of HR generalist experience, with at least 8 years in recruitment and/or operations within contact centers or high-volume hiring environments.
- Bachelor's degree in Human Resources, Business Administration, Psychology or a related field.
- Demonstrated experience delivering large-scale hiring targets (100200+ hires within compressed timelines).
- Strong knowledge of Taiwan labor law, statutory benefits, payroll practices and PDPA requirements.
- Experience managing RPO partners, recruitment agencies and vendor ecosystems.
- Familiarity with Taiwan recruitment platforms such as 104 and 1111.
- Proven ability to recruit mid- to senior-level roles including Customer Service Managers and Recruitment Specialists.
- Excellent communication skills in Mandarin (spoken and written) and business-level English.
Work Location & Travel
Based in Taoyuan, Taiwan. Onsite presence required during the launch phase.
Occasional travel within Taiwan as business requires.
Compensation & Benefits
Competitive compensation commensurate with experience and scale-up expertise.
Standard statutory benefits and applicable local allowances in accordance with Taiwan regulations.
