Job Description

The Manager, Human Resources supports employees, supervisors, co-workers and senior management and in the Costa Rica contact center. The day-to-day work of this role will support all stages of the employee lifecycle including answering general questions, facilitating training, and partnering with management to resolve employee relations issues. The Manager, Human Resources is responsible for evaluating employee programs, making improvements to employee relations policies, and making sure all employee-related policies align with corporate goals and established local regulations. This position is responsible for ensuring compliance with local labor legislation requirements and labor reporting; as well is responsible for making sure all local employment policies and processes are secured and followed. The Manager, Human Resources will work closely with the rest of the HR team to ensure timely deliverables of projects, policies, and division specific process improvements. TransPerfect Connect is a division of TransPerfect, offering global call center, BPO, and remote interpretation solutions to help businesses bridge communication gaps with expert multilingual support.

• Manage a team of HR professionals that support the locations

• Oversee and improve the payroll process by partnering with a third-party payroll vendor.

• Partner with management to understand and resolve complex employee relations issues including providing guidance on company policies and procedures, advising on disciplinary action, writing performance improvement plans, and addressing general concerns.

• Oversee employment-related investigations and work with legal counsel as necessary.

• Support processes through the employee lifecycle including performance management, organizational change, and conduct issues.

• Review employee handbooks and SOP’s for legal compliance, maintain, and make updates as required.

• Ensures all employment practices comply local employment laws and regulations

• Ensures the new hire orientation process properly introduces new employees to the corporate and divisional cultures.

• Ensures development and delivery of trainings for management on HR policies and procedures, such as effective communication, offboarding, progressive discipline process, as well as annual compliance training for employees.

• Oversee and review HR processes related to the location, and initiate changes to improve efficiency and scalability.

• Represent TransPerfect at all Ministry of Labor and Court hearings.

• Lead Health and Safety initiatives + Report on workers compensation

• Manage and also oversee interactions with the Ministry of Labor on employee issues.

• Perform other special projects or duties when required.

Requirements

Required Experience and Qualifications:

• Exceptional interpersonal skills, relationship-building and an ability to connect with employees and management

• Excellent written and verbal communication skills in English and Spanish are required

• Proficiency in Microsoft Office applications and Human Resources Information Systems (HRIS) with preference in Workday experience

• Must be pro-active, have a good attitude, be self-disciplined, and self-motivated

• Must be a "take-charge" person with a demonstrated ability to follow projects through to completion

• Must be able to hold firm, when necessary, provide constructive feedback, and compromise when appropriate

• Must be able to use sound judgment and make objective decisions in the company's best interest at all times

• Must be organized, reliable, results driven with the proven ability to solve problems on the spot partnered with an ability to see the “big picture” and make improvement

• Must have the ability to manage multiple tasks in an environment of constant interruptions and be able to prioritize responsibilities

• Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information

• Able to perform in a fast-paced environment while always maintaining excellent service

• Comfortable in difficult situations

Desired Skills and Experience:

• Minimum Bachelor’s degree or equivalent work experience in Human Resources or related business field

• 5 years of experience in HR

• Minimum of 3 years managing HR professionals

• HR call center experience preferred

• Experience with creating a culture of engagement, collaboration and teamwork in a diverse environment

• Experience in performance management, employee relations, talent acquisition, and the ability to apply this information in a manner compliant with relevant employment law

• Local employment law experience preferred

• HR certification preferred