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