Head of HR Applications (Naucalpan de Juárez)

Important Financial Company is looking for a Call Center Human Capital Manager to help us manage the talent and development of our Contact Center agents and leaders. An HR Manager in a contact center oversees talent acquisition, employee relations, performance management, and training within a fast-paced customer service environment. Key responsibilities include reducing high turnover, ensuring legal compliance, managing performance metrics (KPIs), and driving engagement for agents and team leaders to improve operational efficiency.

Key Responsibilities

• Talent Acquisition & Retention: Manage high-volume recruitment, onboarding, and reduction of turnover, absenteeism and tardiness to maintain staffing levels.
• Performance Management: Implement performance appraisals, reward systems, and disciplinary actions aligned with business KPI's.
• Employee Relations & Culture: Cultivate a positive working environment, resolve conflicts, and enhance employee engagement to reduce turnover.
• Compliance & Policy: Ensure adherence to local labor laws, safety regulations, and company policies.
• Strategic Support: Partner with call center internal customers to optimize scheduling, training, and workforce management strategies.
• Training & Development: Experience leading training teams and instructors. Advanced knowledge of teaching methodologies, blended learning (in-person/virtual) training, and the development of learning materials (LMS). Experience delivering, supervising, and evaluating initial training, onboarding, and product or process updates.
• Data Analysis: Present executive reports and performance indicators for the area, identify areas of opportunity, and propose strategic improvements to enhance the area's indicators.

Required Qualifications

• Experience: 5+ years in HR Management, with significant experience in a contact center environment.
• Skills: Strong leadership, communication, and conflict resolution skills.
• Education: Bachelor's degree in Psychology, Business Administration, or a related field.
• Technical: Proficiency in HRIS systems and performance tracking software.

Performance Indicators

• Reduction in agent turnover rates.
• Improvement in employee engagement scores.
• Time-to-hire for new agents.
• Compliance audit results.

We offer

• Gross base salary of $55,000 MXN
• Legal benefits
• Direct contract with the institution

Additional benefits after 3 months

• ~30 days of Christmas bonus
• ~ Major Medical Expense Insurance
• ~ Annual performance bonus (Up to 3 months based on results)
• ~ Savings Fund (Investment)
• ~ Life insurance
• ~ Company vehicle

Requirements added by the job poster

• Bachelor's Degree
• 2+ years of work experience with Training and Development (HR)
• Can start immediately
• Working in an onsite setting
• 4+ years of work experience with Human Resources (HR)