HR Generalist - Indianapolis Contact Center

Job Description

Summary/Objective

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The HR Generalist - Indianapolis Contact Center serves as the primary onsite Human Resources partner for employees and leaders at the Indianapolis operation, with primary accountability for employee relations, manager coaching, performance management, policy application, and the employee experience. The role independently manages day-to-day employee relations matters, conducts workplace investigations, advises leaders on corrective action and performance issues, and ensures consistent application of Omega policies and U.S. employment practices. The HR Generalist partners closely with U.S. HR leadership, HRBPs, Legal/Compliance, Recruiting, Payroll, Benefits, and site operations to support a high-performing, compliant, and engaged workforce.

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Essential Job Functions

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Employee Relations & Workplace Investigations

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• Serve as the primary onsite HR point of contact for employee relations matters across the Indianapolis contact center.

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• Receive, assess, document, and resolve employee concerns involving workplace conduct, interpersonal conflict, attendance, performance, policy questions, and other employee relations issues.

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• Conduct timely, fair, and well-documented workplace investigations, including complaint intake, witness interviews, evidence review, findings, and recommended next steps.

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• Manage employee relations cases from intake through closure and escalate high-risk, legally sensitive, or precedent-setting matters to Employee Relations leadership, Legal, or Compliance as appropriate.

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• Support matters involving harassment, discrimination, retaliation, workplace behavior, ethics concerns, and other policy violations in accordance with established investigation and escalation protocols.

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Performance Management & Corrective Action

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• Coach managers and team leaders on performance expectations, attendance issues, behavioral concerns, documentation standards, and appropriate corrective action.

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• Guide leaders through performance improvement plans, written warnings, final warnings, and other progressive-discipline actions to support consistency and defensible documentation.

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• Review proposed corrective actions and involuntary separations for policy consistency, supporting documentation, and appropriate escalation before action is taken.

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• Participate in difficult employee conversations, disciplinary meetings, and termination meetings as needed.

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• Identify recurring performance or conduct trends and partner with site leadership on targeted interventions and manager capability building.

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Manager Coaching & HR Partnership

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• Act as a trusted advisor to site leaders, managers, and team leaders on employee relations, policy interpretation, employee engagement, performance, retention, and workforce matters.

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• Coach leaders on effective communication, conflict resolution, documentation, feedback, accountability, and consistent people-management practices.

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• Provide practical HR guidance that balances employee experience, operational requirements, policy, risk, and business needs.

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• Partner with leadership on organizational changes, workforce actions, shift or schedule changes, and other people-related initiatives affecting the Indianapolis workforce.

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Employee Experience, Retention & Engagement

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• Maintain a visible onsite HR presence and provide employees with a trusted, accessible resource for workplace questions and concerns.

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• Conduct employee check-ins, stay interviews, exit interviews, and other listening activities to identify themes affecting engagement, retention, attendance, and the employee experience.

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• Partner with site leadership and HR teams on engagement action plans, recognition activities, employee communications, and culture initiatives.

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• Support onboarding and new-hire integration by reinforcing policies, workplace expectations, available HR resources, and escalation channels.

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• Monitor attrition and employee-relations trends and recommend practical actions to improve retention and workforce stability.

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HR Compliance, Documentation & Site Support

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• Ensure employee relations and performance-management actions are administered consistently with Omega policies and applicable federal, state, and local employment requirements.

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• Maintain accurate, confidential, and audit-ready employee relations records, investigation files, corrective-action documentation, and supporting materials.

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• Partner with Benefits, Leave Administration, Payroll, HR Operations, Recruiting, Learning & Development, IT, and other functions to resolve employee issues and ensure effective handoffs.

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• Support accommodation, leave, and return-to-work processes by coordinating with the appropriate centralized HR, Benefits, or compliance resources and ensuring managers understand required actions.

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• Support HR audits, compliance reviews, policy rollouts, required training, and site-specific HR initiatives. Supports leave management alongside the benefits COE.

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HR Reporting & Workforce Insights

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• Track employee relations case volume, investigation themes, corrective actions, attendance concerns, turnover, exit reasons, and other relevant workforce indicators.

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• Provide recurring updates and actionable insights to U.S. HR and site leadership on employee relations trends, emerging risks, and opportunities for manager or workforce intervention.

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• Use HR systems and available workforce data to identify patterns and support consistent, data-informed people decisions.

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Key Success Indicators/Attributes

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• Strong employee relations judgment with the ability to independently assess facts, identify risk, and recommend practical solutions.

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• Demonstrated ability to conduct objective workplace investigations and produce clear, accurate, and defensible documentation.

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• Strong coaching and influencing skills with frontline leaders, managers, and employees in a fast-paced operating environment.

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• High level of discretion, confidentiality, professionalism, and emotional intelligence when handling sensitive employee matters.

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• Ability to build trust while maintaining appropriate boundaries, consistency, and accountability.

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• Strong knowledge of performance management, progressive discipline, policy application, and core U.S. employment practices.

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• Ability to manage multiple active employee relations matters with urgency, organization, and attention to detail.

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• Excellent written and verbal communication skills and the ability to remain composed during difficult or emotionally charged situations.

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• Comfort working in a high-volume, metric-driven contact center or comparable hourly workforce environment.

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Supervisory Responsibility

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No direct supervisory responsibility. This role provides functional HR guidance and coaching to site leaders and managers.

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Work Environment

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This role is primarily onsite at the Indianapolis contact center and routinely uses standard office equipment, HR systems, video conferencing, computers, and phones. The position regularly interacts in person with employees and leaders across the site and must be comfortable managing confidential and sensitive conversations in a fast-paced contact center environment.

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Physical Demands

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The physical demands are representative of those required to perform the essential functions of an office-based HR role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Position Type/Expected Hours of Work

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This is a full-time, salaried exempt position. The role is expected to work onsite in Indianapolis and maintain a schedule that provides effective HR coverage for an operation running approximately 8:00 a.m. to 8:00 p.m. The position will generally work a standard full-time schedule with flexibility for staggered start/end times, occasional early or late coverage, and urgent employee relations matters. Regular 12-hour coverage by one individual is not expected.

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Travel

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Minimal travel required; generally up to 5%.

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Required Education and Experience

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• Bachelor's degree in Human Resources, Business Administration, Organizational Development, or a related field, or equivalent relevant experience.

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• Four or more years of progressive Human Resources experience, including substantial hands-on employee relations responsibility.

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