**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

📌 Human Resources Manager (Hermosillo)
🏢 Support Services Group
📍 Hermosillo