Position Summary:
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.
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TDB Communications Inc.
May 29, 2025