Human Resources Manager

The onsite Human Resources (HR) Manager will serve as the primary business partner, trusted collaborator, and advisor in the areas of employee relations, change management, performance management, engagement and retention. Actively consults and provides strategic HR solutions and ensures that programs, practices, and day-to-day operations align to the established policies and standards. This role requires at least 5 years of progressive experience in Human Resources, preferably across multiple disciplines, and the ability to work on-site supporting a high-volume call center hourly workforce. Previous experience supporting leave management (FMLA/ADA etc.), policy adherence, conflict resolution, and the ability to successfully communicate across various levels within the organization. Responsibilities: Proactively leads the delivery of HR Processes to business unit(s), developing strategies and plans that enable the operation to align to the existing and future needs of the assigned location(s); to include organizational restructures, growth plans, and reductions. Guide and coach supervisors and managers on how to appropriately manage and resolve complex HR issues (e.g., performance management and total rewards). Manages and resolves complex Employee Relations (ER) by conducting effective, thorough, and objective investigations through to closure with detailed and appropriate documentation. Maintains knowledge of critical employment requirements related to day-to-day management of employees, such as FLSA, Federal I-9 and E-Verify, ADAA, HIPPA, FCRA etc. and ensures assigned business units stay within compliance. Partners with centers of excellence and operational partners in the daily management of employees Responsible for ensuring the execution of proper Onboarding and Offboarding activities for employees in assigned location(s). Ensures unemployment, workers compensation, and leave management practices are followed and executed in accordance with federal, state and company guidelines. Supports employee performance evaluation administration and manages the yearly calibration process. May support complex HR projects cross-functionally. Champions and adheres to company guidelines and policies. All other duties as assigned. Strong employee engagement capability – demonstrated ability to build trust with employees, identify engagement trends, and translate employee feedback into actionable solutions. Operations partnership – ability to work alongside site leadership as a business partner rather than functioning solely as an Employee Relations (ER) resource. Executive presence and influence – confident coaching Operations leaders, challenging decisions when necessary, and influencing without direct authority. Employee relations expertise – strong judgment in handling complex Employee Relations matters, investigations, conflict resolution, performance management, and policy application. Proactive problem solving – able to recognize patterns and address issues before they escalated into complaints, turnover, or larger concerns. Leadership coaching – skilled at coaching managers on communication, accountability, performance, engagement, and difficult employee conversations. Change management – ability to help the site successfully implement organizational changes, HR initiatives, policy changes, and new processes. Data-driven approach – comfortable using engagement, turnover, attendance, ER, and other people metrics to identify trends and recommend actions. Conflict resolution and communication – able to navigate difficult conversations while maintaining trust and credibility with both employees and leadership. Onsite leadership presence – visible, approachable, and capable of establishing a strong HR presence within the operation. Accountability and follow-through – strong ability to drive commitments with Operations and ensure HR initiatives are consistently executed. Strategic thinking – able to move beyond transactional HR support and connect people strategies to site performance and business objectives. Ability to operate as an extension of the US Director , maintaining alignment with US strategy, providing visibility into site-level trends and risks, supporting strategic initiatives, and escalating issues appropriately. Strong organizational judgment and prioritization , allowing the individual to independently manage onsite priorities while knowing when to seek direction or elevate matters to the Director. Bachelor’s degree in human resources management, Business Administration, or related field preferred, or equivalent years of experience required Certification – Professional in Human Resources (PHR) or SHRM Senior Certified Professional (SHRM-CP) preferred At least 5 years of progressive previous Human Resources experience Previous experience supporting call center highly preferred Exceptional organizational skills and attention to detail. Excellent written and verbal communication skills. Demonstrating outstanding listening, empathy, and risk management/mitigation/avoidance tactics Proficient in Microsoft Office Suite or similar software. Ability to maintain confidential information. Experience with UKG and SAP SuccessFactors preferred. While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus. EQUAL OPPORTUNITY STATEMENT We are an equal opportunity employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law. #J-18808-Ljbffr