HR Business Partner - Call Center

Metasys Technologies is seeking an HR Business Partner to provide hands-on human resources support in a call center environment. The role focuses on employee relations, HR compliance, and leadership support, including resolving workplace issues and applying company policies and employment regulations.

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

Requirements:

• 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
• 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