Employee Structure

Equal Opportunities & Diversity

We provide competitive remuneration as well as training and development opportunities for attracting and retaining professional talents. Additionally, we employ workers who are not employees to provide services and facilitate the execution of internal operations, such as deliver service in direct stores.

We take human rights in the workplace seriously and we value workforce diversity. Diversity and inclusion are fundamental to our culture and core values. We have an unwavering commitment to diversity with the aim of making everyone feel a sense of belonging within our organization. We are committed to building a highly diverse community with talented professionals – a community filled with various perspectives, ideas, and backgrounds that contribute to a diverse and inclusive culture.

TWM is an equal employment opportunity employer, and its application processes center on the principles of open and fair recruitment. Our diversity initiatives and strategies are designed to attract, develop, and advance the most talented individuals regardless of any dimension of diversity. Remuneration for candidates is evaluated according to their education, experiences, specialty and certification. There is no discrimination based on gender, sexual preference, age, marital status, race or disability in terms of remuneration, benefits, promotion, raises, term, training, working conditions and right to work.

At the end of 2020, TWM and its subsidiaries had 5,777 employees, all employees were locally hired with the exception of 5 foreign employees. The proportion of foreign employees among all employees is 0.09%, the same with our peer telecom company in Taiwan. 99.67% of employees are Han people. Most of emplpyees were between the ages of 31 to 50. (<30 years old : 18.6%;30-50 year old : 72.8%; >50 years old : 8.6%) Females comprised 47.7% and males comprised 52.3% of all employees. Females accounted for 48.1% of the positions in management, which exceeds our goal by 2025 in advance. By 2025, we aim to have 45% of women in all management positions. Females in junior management positions is 50.3% and females in top management positions is 34.1%. According to the “Women in the workplace study 2020” conducted by McKinsey & Company and LeanIn.Org, the representation of women at (senior) vice president level is around 28~29%. Taiwan Mobile’s proportion of women in senior management positions is as high as 34.1%, and the statistics represents our ability to retain top female talent from junior management up to senior management positions. Females in management positions in revenue-generating functions (e.g. sales) is 53.8%. Women in STEM-related positions is 12.8%.

Regarding the diversity of our workforce, we hired 19 indigenous employees, and the proportion is 0.33% of total employees. The proportion is slightly higher than our peer telecom company in Taiwan. Females comprised 47.4% and males comprised 52.6% of all indigenous employees. Among all indigenous employees, 42.1% are in management positions. We redesign existing jobs to hire disabled persons, and the number of persons with disability hired was more than 1.7 times the statutory quota. (Statutory quota: 55; actual hire: 93)

There is no discrimination on the employment of local and indigenous employees. No incidents of child labor, forced labor, human rights violations, or discrimination has ever been reported in our company. When new employees are hired, they are given our employment contracts to review in advance. All employees are required to submit signed employment contracts when they come onboard to protect the rights of both parties.

We promote diversity management to maximize our diverse workforce to generate innovations and new values. Seeking to provide attractive value for customers by meeting varied market needs and keeping ahead of the curve in a fast-changing competitive environment, we consistently pursued diversity management, deriving our competitive edge from a diverse workforce with different attributes. We aspire to achieve sustainable corporate growth by paying respect to positive heterogeneity and leverage the growth to provide new value.

2020 Workforce structure is provided in the chart below :

*NoteAll employees are based in Taiwan.

The number of new hires and turnovers as well as their gender and age distributions in 2020 are shown in the table below.

To reduce the turnover rate, we need to understand and determine the reason why employees are leaving the company. The best way to learn this is by conducting exit interviews before an employee leaves to clarify the reason for their resignation and find the root cause. The information we gather from these exit interviews will allow us to share and discuss with hiring managers to find solutions to reduce the turnover rate. Moreover, we provide career consulting to departing employees, and some of them withdraw their resignation following the exit interview.

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Year 2020
Scope TWM + Taiwan Fixed Network + Taiwan Digital Service + Taiwan Teleservices & Technologies+ Taihsin Property Insurance Agent TWM Broadband Taiwan Kuro Times
Category New hires Departures New hires Resigned Newly hired Departures
Number of employees Ratio* Number of employees Ratio* Number of employees Ratio* Number of employees Ratio* Number of employees Ratio* Number of employees Ratio*
Age Male Female Male Female Male Female Male Female Male Female Male Female Male Female Male Female Male Female Male Female Male Female Male Female
< 30 132 128 2.59% 2.51% 92 65 1.81% 1.28% 14 6 2.20% 0.94% 5 1 0.79% 0.16% 0 5 0.00% 9.26% 2 7 3.70% 12.96%
31~50 71 41 1.40% 0.81% 107 97 2.10% 1.90% 19 13 2.99% 2.05% 13 8 2.05% 1.26% 0 6 0.00% 11.11% 2 1 3.70% 1.85%
> 51 0 1 0.00% 0.02% 12 6 0.24% 0.12% 1 0 0.16% 0.00% 8 1 1.26% 0.16% 0 0 0.00% 0.00% 0 0 0.00% 0.00%
Total 203 170 3.99% 3.34% 211 168 4.15% 3.30% 34 19 5.35% 2.99% 26 10 4.10% 1.58% 0 11 0.00% 20.37% 4 8 7.40% 14.81%

*NoteAll employees are based in Taiwan (excluding those who have been transferred to and from affiliates);
* The denominator is the total number of employees.

Total number of new employee hires-breakdown by age and gender

Year 2017 2018 2019 2020
Total 676 484 423 437
Breakdown by age
< 30 years old
457 327 274 285
30-50 years old 217 155 145 150
>50 years old 2 2 4 2
Breakdown by gender
Male 354 251 245 237
Female 322 233 178 200

Total employee turnover rate -breakdown by age and gender

Year 2017 2018 2019 2020
Total 12.57% 11.32% 8.80% 7.39%
Breakdown by age
< 30 years old
50.5% 44.8% 44.5% 40.3%
30-50 years old 47.3% 53.3% 52.0% 53.4%
>50 years old 2.2% 1.9% 3.5% 6.3%
Breakdown by gender
Male 54.1% 52.7% 56.1% 56.4%
Female 45.9% 47.3% 43.9% 43.6%
Year 2017 2018 2019 2020
Voluntary employee turnover rate 11.4% 9.6% 7.8% 6.9%

Provide Diversified Job Opportunities for Disabled Persons

We provide diversified professional jobs, friendly working environments, equal opportunities in promotion, and competitive remunerations to enhance employment opportunities for disabled persons.
We redesigned existing jobs to hire disabled persons, and the number of persons with disability hired was more than 1.7 times the statutory quota by the end of 2020. (Statutory quota: 55; actual hire: 93)
According to the law-“People with Disabilities Rights Protection Act”, the number of employees with disabilities shall be no less than 1% of the total number of the employees, and no less than 1 person. At the end of 2020, TWM’s proportion of disabled employees among all employees is 1.6%, higher than the quota for employment of disabled individuals stipulated by the government. (Statutory quota: 1%; TWM actual hire: 1.6%)
* TWM’s proportion of disabled employees among all employees (1.6%) = Total number of disabled employees (93) /FTE (5,777)
We seek to boost the employment of disabled persons, including severe visual impairment, loss of important organs, limb disability, epilepsy, hearing loss and facial injury. The most senior disabled employee has worked for 27 years; and we have one manager level and two assistant manager level disabled employees.
Moreover, we leverage skills of employees with disabilities by providing them with a diverse range of highly specialized positions, including wireless network optimization, base station construction engineering management, adoption of new technologies for the billing system and its system development, e-commerce web development, legal services and direct stores sales; customer care via telephone; telemarketing; and market survey conduction.
We employ masseurs with visual impairments who provide free stress-releasing massage services for the staff in specially designed massage stations Monday through Friday afternoon. These services are available in the offices in northern, central, and southern Taiwan. Employees have responded positively to this workplace benefit.
In addition to redesigning existing job positions, we continue to integrate external resources to develop suitable jobs for disabled persons. Our customer care call center has partnered with Taoyuan County-based non-profit Potential Development Center for Spinal Cord Sufferers for several years. Our collaboration allows persons suffering from spinal cord injuries to perform customer care service on our behalf at the Potential Development Center. We started cooperating with a non-profit foundation called “Victory” in 2018. We offered job opportunities and foundational training for disabled persons to fit our jobs. Those employed include persons with visual, hearing, and physical impairment. Our continuous efforts in promoting the employment of disabled persons are recognized by the government and we received the “Outstanding Employer Award” from Taipei City Foreign and Disabled Labor Office.
We will continue to hire disabled persons and create more diversified and high-quality job opportunities.
Campus talent development to apply theory in practice
We continued our partnerships with higher education institutions to provide opportunities for domestic or overseas students to apply what they learned in school in an industry setting and to make early connections with our teams. In 2020, 16 students participated in our industry-university cooperative internship program in which they received comprehensive training and financial compensation.
At the end of the programs, supervisors at TWM and representatives from respective academic institutions make joint assessments on the students' performance and grant those who qualify internship credits. Students who demonstrate outstanding performance will be given hiring priority. We will, through internship, campus discussion and recruitment, high-level executives as lecturers on industry-university cooperative programs, and other means continue to maintain our relationship with higher education institutions to secure early contact with potential talent and to allow students to gain valuable practical skills that will prepare them for career success in the future.