Transcom

Responsibilities:

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand: 

Employee Relations & Engagement

• Act as the primary HR contact for employees and site leadership, building relationships and fostering an open, inclusive, and high-trust environment.
• Address employee concerns with empathy and discretion, ensuring fair resolutions to workplace issues and conflicts.
• Drive employee engagement initiatives, including recognition programs, wellness initiatives, and culture-building activities.
• Conduct stay and exit interviews, analyze trends, and recommend action plans to improve retention and employee satisfaction.

Workforce Planning & HR Operations

• Partner with department managers and team leads to optimize workforce planning, staffing needs, and talent retention.
• Collaborate with Talent Acquisition to help support smooth hiring, onboarding, and workforce integration.
• Guide managers on performance evaluations, coaching conversations, and career development planning.
• Ensure compliance with local labor laws, company policies, and HR best practices, maintaining a culture of integrity and accountability.

HR Program Execution & Collaboration

• Serve as the liaison between the site and corporate HR functions (such as Comp & Ben, Payroll, Training & Development, HRIS & Compliance, etc.).
• Lead HR communications and change management efforts at the site level.
• Utilize HR metrics and analytics to identify trends, address issues proactively, and improve overall employee experience.

Additional Specific Duties & Responsibilities:

• Be hospitable and have a customer service related attitude

• Implement and respect Transcom World Wide standard practices.

• Ability to adapt to a changing environment

• The principle of service and support is one of your internalized values.

• Additional responsibilities and duties may be assigned and/or changed as needed. 

Qualification and experience:

• College degree and/or a combination of education and 5-7 years Human Resources experience

• Be PC literate: Office 98 (Word, Excel, PowerPoint), Google Docs

• 5+ years of HR experience, preferably in a BPO, travel and tourism, hospitality, or high-volume environment.

• Strong expertise in employee relations, engagement, and performance management.

• Ability to work independently while collaborating with a remote HR Head and centralized HR functions and drive adherence in processes.

• Deep understanding of local labor laws and HR best practices to ensure compliance.

• Experience in HR reporting, analytics, and problem-solving.

• Proficiency in HR systems and self-service technology to streamline processes.

• Call center experience, preferred

Essential Soft Skills

• Emotional Intelligence (EQ) – Ability to read situations, manage emotions, and navigate complex employee interactions with empathy and fairness.
• Strong Communication – Clear, concise, and professional verbal and written communication skills to effectively engage employees and leadership.
• Active Listening – Ability to truly understand employee concerns and provide thoughtful, practical solutions.
• Adaptability & Resilience – Comfortable working in fast-paced, high-change environments while remaining proactive and solutions-focused.
• Conflict Resolution & Mediation – Skilled in addressing disputes and coaching managers and employees through workplace challenges.
• Collaboration & Influence – Ability to build trust with both frontline employees and leadership, influencing decision-making without direct authority.
• Critical Thinking & Problem-Solving – Strong analytical skills to identify patterns, anticipate challenges, and recommend actionable HR solutions.
• Organizational & Time Management Skills – Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines efficiently.

Physical Requirements

• Ability to sit, stand, and walk for extended periods while engaging with employees across the site.

• Occasional lifting of office supplies and materials (up to 20 lbs).

• Frequent use of computers, telephones, and other standard office equipment.

• Mobility to move around the facility as needed, including conducting in-person meetings, facilitating training, and handling employee inquiries.

• Ability to work occasional extended hours or weekends as needed for major HR initiatives, employee events, or urgent business needs.