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BPOs continue to hire Filipinos

CSS Corp., a global customer experience and technology consulting services provider based in Fort Bonifacio, announced plans to add 1,000 employees by 2022 to generate equal opportunities for prospective talent in the provinces.

The company also aims to foster a culture of learning and growth via a partnership with select universities in training students with technical and soft skills. CSS sees the need to enable students and talents to successfully navigate the job market and provide professional development opportunities for employees looking to step up in their career ladder. 

CSS Corp. senior vice president Arvind Appavu
CSS Corp. senior vice president Arvind Appavu
“We want to give equal opportunities to fresh and promising talent and nurture our employees to take on management and leadership roles as part of our commitment to their career development, to empower them to deliver world-class customer service that CSS Corp has been known for,” said CSS Philippines country head Arvind Appavu who was recently promoted to senior vice president. 

Appavu leads CSS Corp.’s 2,100-strong personnel in the country—a total headcount that doubled in the past fiscal year. Driven by its “people-first” approach to employee and customer engagement, the company ensured that no one loses their job amid the pandemic. 

Based in Manila, Appavu has over 20 years of industry experience, setting up successful programs and operations worldwide. With his new role, Appavu is expected to lead the company’s global customer service delivery through process effectiveness, institutionalizing global quality standards to facilitate unified customer experiences across engagements. He is also expected to facilitate the expansion of CSS Corp.’s footprint outside of Metro Manila. Appavu’s promotion took effect on July 1, 2021.  

Despite the challenges brought about by this period of uncertainty, Appavu expressed confidence in his colleagues and the potential that the Philippine market has to offer. 

“The Philippines has truly been a growth engine for CSS Corp. not just in the region, but also globally. I am optimistic that through our efforts, we will come out stronger than ever, as we tread the path to what the future holds for us, for the company, and the customers we serve,” he said.

CSS Corp. is among the first IT-BPO employers to fully implement the work-from-home arrangement at the onset of quarantine restrictions in 2020. With the reopening of the economy and resumption of on-site operations late last year, CSS implemented health and safety measures that prioritize employee well-being, including its pick and drop services, work “bubbles” in the office premises, and provision of nutritious and balanced meals for employees on-site. 

“When the pandemic struck, we made a conscious decision to put our employees’ well-being and safety on priority instead of churning profit. We believe that if we keep our employees healthy and happy, excellent customer experience follows. We are also in the process of running a vaccination drive for our employees,” Appavu said.

Meanwhile, US-based BPO company Afni opened a new recruitment hub in the Philippines on Aug. 2 in its bid to continue building a culture and creating opportunities that attract and retain the best and brightest. 

The recruitment hub started accommodating applicants on Aug. 3. It will also remain open during the enhanced community quarantine from Aug. 6 to 20 for applicants who cannot process their applications online. Strict health and safety protocols are in place, and applicants are asked to follow such measures.

The hub, located at the upper ground floor of One Felicity Center along Commonwealth Ave. in Quezon City, is a proof of Afni’s commitment to business growth in the Philippines despite the pandemic and serves as another milestone for the company following the opening of its newest site at SM City Fairview in October 2020.

Afni vice president for Philippine operations Khalid Khursheed said that when Afni Philippines first opened in Bonifacio Global City in 2012, the company had to do recruitment activities inside administrative facilities, while the job offerings were held in a training room.

When Afni moved to Diliman Commercial Center in Quezon City in 2013, the second and third floors of the building were used for recruitment activities. But the company was expanding rapidly, so a dedicated recruitment space at its QCC site was opened in 2015.

Afni Philippines’ recruitment hub has dedicated spaces for its teams and a job offer area on the second floor.
Afni Philippines’ recruitment hub has dedicated spaces for its teams and a job offer area on the second floor.
Khursheed said the OFC recruitment hub—a more inviting space for prospective employees—was opened in continuous pursuit of attracting, engaging and retaining young, passionate talents in the BPO sector.

“The opening of our recruitment hub is a testament to the success and growth Afni continues to have. Throughout the challenges of the past year, we continue to bring new jobs to the area and are doing our part to help the local economy stabilize and rebound,” Khursheed said in a statement. 

The two-floor recruitment hub features the following: a reception area with built-in pads for applicants to log in their information; six interview rooms each equipped with computer/TV and phone; office area with designated rooms for Afni’s recruitment team leadership and members; a conference room; and a job offer and recreation space. The Afni history mural also greet applicants as they enter the hub, and they can wait for their turn in the café/pantry at the hub’s first floor.

Afni Philippines talent acquisition director Anna Pinaroc said the opening of the recruitment hub “is a product of teamwork, strong partnership across departments, and a testament to Afni’s continuous growth.”

Topics: CSS Corp. , CSS Philippines country head , Arvind Appavu , IT-BPO
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