Human Resources Manager

hace 3 semanas

Hermosillo, México Support Services Group A tiempo completo

**Location**: Onsite - Hermosillo, Sonora, Mexico**Department**: Human Resources**Position Summary**We are seeking a highly skilled **Human Resources Manager** with proven experience in **call center environments** to lead our HR strategies, policies, and employee engagement initiatives.This role requires a strong understanding of high-volume performance management, and employee relations in fast-paced, metrics-driven operations.The HR Manager will partner closely with operations leaders to ensure staffing needs, employee retention, and compliance requirements are consistently met.**Key Responsibilities****Employee Relations & Engagement**- Serve as the primary HR contact for employee concerns, conflict resolution, and grievance handling.- Develop programs to improve engagement, motivation, and team culture.- Conduct regular pulse checks and exit interviews to address retention challenges.**Performance & Development**- Support managers in setting performance expectations and delivering constructive feedback.- Identify training needs and coordinate leadership and skills development programs.- Monitor performance metrics (AHT, adherence, quality) to align HR initiatives with operational goals.**HR Compliance & Policy Management**- Ensure compliance with labor laws, company policies, and industry regulations.- Maintain accurate HR records, contracts, and legal documentation.- Lead investigations and disciplinary processes in alignment with policy and law.**Compensation & Benefits Administration**- Work with payroll and finance to ensure timely and accurate compensation.- Evaluate and recommend employee benefits and wellness programs tailored to call center needs.**HR Reporting & Analytics**- Track and analyze HR metrics (turnover, absenteeism, hiring time, attrition reasons).- Provide regular reports and insights to leadership to drive data-based decision-making.**Qualifications & Requirements****Requirements**:- ** Submit your resume in English.****Education**:- Bachelor's degree in Human Resources, Business Administration, or related field (Master's degree preferred).**Experience**:- Minimum **5 years in HR management**, with at least **3 years in a call center environment** (inbound, outbound, or blended).- Proven success in reducing attrition and improving employee engagement in high-volume operations.**Skills**:- **Strong knowledge of HR best practices and employment law.**:- Excellent interpersonal and conflict-resolution skills.- Ability to work under pressure and meet tight deadlines.- Proficiency in HRIS systems and MS Office Suite.- Strong analytical and problem-solving abilities.- **Bilingual (English/Spanish).****Why Join Us?**- Be a driving force behind a growing, people-first BPO organization- Work side-by-side with senior leaders to influence company strategy- Own the end-to-end HR strategy and help shape a thriving organizational culture

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