Human Resources Manager – Call Center

About the role

We are seeking a proactive Human Resources Manager to lead talent acquisition, employee relations, performance management, and training for our fast‑paced contact center. You will drive initiatives that reduce turnover, ensure compliance, and boost agent engagement to support operational efficiency.

Key responsibilities

• Manage high‑volume recruitment, onboarding, and retention strategies to maintain optimal staffing levels.
• Implement performance appraisal systems, reward programs, and disciplinary actions aligned with business KPIs.
• Foster a positive workplace culture, resolve conflicts, and improve employee engagement scores.
• Ensure compliance with local labor laws, safety regulations, and internal policies.
• Partner with internal stakeholders to optimize scheduling, training, and workforce management.
• Lead training teams, develop blended learning programs, and create LMS content for onboarding and continuous development.
• Analyze data, prepare executive reports, and propose strategic improvements to key performance indicators.

Required profile

• Minimum 5 years of HR management experience, preferably in a contact‑center environment.
• Bachelor’s degree in Psychology, Business Administration, or a related field.
• Strong leadership, communication, and conflict‑resolution abilities.

Required skills

• Proficiency with HRIS systems.
• Experience using performance‑tracking software.
• Knowledge of Learning Management Systems (LMS) and blended‑learning methodologies.

What we offer

• Gross base salary of 55,000 MXN per month.
• Legal benefits and direct contract with the institution.
• After 3 months: 30 days Christmas bonus, major medical expense insurance, annual performance bonus (up to 3 months), savings fund, life insurance, and company vehicle.