Human Resource Business Partner

Job Summary  The Employee Relations Specialist is responsible for fostering a positive workplace culture, ensuring fair treatment of employees, and managing ER processes in a high-volume call center environment. The role involves handling grievances, reducing attrition risks, improving employee engagement, supporting workforce well-being, and ensuring compliance with labor laws and company policies.    Key Responsibilities  Employee Relations Management  Serve as the primary point of contact for employee concerns and workplace issues  Conduct fair and timely investigations on grievances, harassment, safety, and misconduct cases  Provide coaching and conflict resolution support to employees and supervisors  Ensure consistent implementation of HR policies and disciplinary processes  Engagement & Retention  Design and execute engagement programs tailored to call center workforce dynamics  Conduct employee feedback surveys and implement action plans  Track attrition trends and support retention measures  Drive recognition and wellness initiatives to boost employee morale  Performance & Conduct  Support supervisors in managing performance improvement plans (PIPs)  Monitor behavior KPIs like adherence, productivity, absenteeism & conduct issues  Provide corrective action guidance to improve performance outcomes  Compliance & HR Governance  Ensure adherence to local labor laws and internal compliance standards  Maintain investigation reports, disciplinary documentation, and audit readiness  Promote workplace safety and ethical behavior  HR Operations Support  Assist in onboarding and employee lifecycle processes  Maintain people data and generate HR metrics/ER dashboards  Partner with HRBP and Operations leadership on workforce planning and business priorities    Qualifications & Requirements  Bachelor’s degree in HR, Business Admin, or related field  2–5 years HR experience, preferably in a Call Center/BPO environment  Strong knowledge of labor laws and ER best practices  Excellent communication, empathy, and problem-solving skills  Ability to work in a fast-paced, shift-based operational environment  Proficiency in HRIS tools and MS Office