HR Business Partner - Call Center
Job Title: HRBP - Call Center
Job Description
Job Title: HR Business Partner – Mid Level Remote Job Summary We are seeking an experienced HR Business Partner to provide hands-on human resources support in a call center environment. This role focuses on employee relations, HR compliance, and leadership support. The HR Business Partner will work closely with frontline leaders and employees to resolve workplace issues, manage employee concerns, and ensure consistent application of company policies and employment regulations. The ideal candidate has strong employee relations experience, sound judgment, and the ability to independently manage sensitive HR matters in a fast-paced, high-volume environment.
Key Responsibilities
Serve as the primary HR contact for call center employees and frontline leaders. Advise managers on employee relations issues, including attendance, performance, conduct, corrective action, and terminations. Conduct investigations into employee complaints, including harassment, discrimination, retaliation, and policy violations. Coach leaders on addressing performance and behavioral issues and recommend appropriate actions. Support performance management, corrective action, and employee documentation processes. Conduct stay interviews, exit interviews, and employee follow-Client to identify retention and engagement concerns. Interpret and apply company policies, employment laws, and contractual requirements. Partner with Leave Management and operational leaders on employee leaves, return-to-work processes, attendance, and accommodation matters. Support compliance with timekeeping, attendance, and scheduling policies. Apply knowledge of Service Contract Act (SCA) requirements and wage determinations, where applicable. Collaborate with HR Operations, Talent Acquisition, and Learning and Development on hiring, onboarding, training, and employee lifecycle activities. Analyze HR metrics related to attendance, turnover, employee relations, and performance. Respond to employee questions and concerns regarding HR policies and processes. Maintain confidentiality when handling sensitive employee information. Perform other duties as assigned.
Required Qualifications
Bachelor’s degree from an accredited university. 5–8 years of progressive HR experience, with a strong focus on employee relations. Experience supporting a call center, contact center, or high-volume workforce. Hands-on experience conducting employee relations investigations and advising leaders on corrective action and terminations. Strong knowledge of employment laws and HR compliance requirements.
Preferred Qualifications
SHRM or HRCI certification. Experience supporting employees covered by the Service Contract Act (SCA). Strong judgment and discretion when handling sensitive employee matters. Excellent communication and leadership coaching skills. Strong organizational and time management skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Word, Excel, PowerPoint, and Adobe Acrobat Pro. Ability to work independently and collaborate effectively with HR and operational teams.