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