The Human Resources Manager is responsible for leading a team of HR Business Partners (HRBPs) who provide full-spectrum HR support across a fast-paced call center environment. This position drives strategic execution of HR initiatives, employee relations, compliance, and workforce planning while developing and coaching HRBPs to deliver consistent, high-impact support to front-line leaders and employees.
Essential Duties and Responsibilities:
Team Leadership & People Management
Directly supervise a team of HR Business Partners; conduct performance reviews, goal setting, and development planning.
Serve as a resource and escalation point for complex employee relations cases and HR policy interpretation.
Lead weekly HRBP team meetings to ensure alignment on case management, compliance updates, and strategic priorities.
Employee Relations & Compliance
Ensure all employee relations (ER) issues are addressed consistently and in compliance with federal, state, and local laws (e.g., FMLA, ADA, EEO, FLSA).
Oversee investigations, documentation, and risk mitigation strategies.
Champion a respectful and inclusive work environment and reinforce company values and policies.
HRBP Function Oversight
Review and approve written documentation prepared by HRBPs (e.g., performance improvement plans, corrective actions).
Partner with legal or corporate HR as needed for sensitive matters or escalations.
Monitor HRBP caseloads to ensure timely resolution and capacity management.
Talent & Organizational Development
Collaborate with HR Director and operational leaders to assess training needs and implement development initiatives.
Guide HRBPs on executing performance management cycles and coaching conversations.
Facilitate leadership development sessions and support culture-building programs.
Workforce Planning & Operational Partnership
Partner with site leadership to prepare for staffing surges (from 200 to 600 employees).
Provide strategic input on talent acquisition planning, succession development, and engagement strategies.
Track and present data related to attrition, corrective actions, and pulse survey feedback.
Supervisory Responsibilities:
Directly manages a team of 2–5 HR Business Partners. Provides coaching, training, and performance feedback to direct reports.
Required Qualifications:
Bachelor’s degree in Human Resources, Business Administration, or related field.
Minimum 5–7 years of progressive HR experience, with at least 2 years managing or coaching HRBPs.
Experience handling complex employee relations issues and leading investigations.
Strong working knowledge of employment law and HR compliance requirements.
Excellent leadership, interpersonal, and communication skills.
Proficiency with HRIS platforms and Microsoft Office Suite.
Preferred Qualifications:
HR certification (SHRM-CP/SCP or PHR/SPHR).
Prior experience in a multi-shift, high-volume call center or service environment.
Bilingual (Spanish/English) preferred.
Work Environment:
Office-based within an active call center. Occasional local travel may be required. Must be able to flex work hours during surge hiring or ER escalations.
Physical Requirements:
Must be able to remain in a stationary position for prolonged periods. Occasionally lifts onboarding materials (up to 15 lbs).
EEO Statement:
We are proud to be an Equal Opportunity Employer. All employment decisions are made based on qualifications, merit, and business need.