Job Description
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We’re looking for a Human Resources Manager to support and manage labor relations within our Guatemala campus and internationally.
In this role, you will serve as the strategic HR professional responsible for ensuring full compliance with current labor laws while fostering an equitable, transparent work environment dedicated to employee service excellence. Acting as a neutral mediator and technical expert, you will ensure that all organizational decisions remain objective, fair, and respectful.
As Human Resources Manager (Labor Relations), You Will…
• Ensure strict compliance with the Guatemalan Labor Code (Código de Trabajo) and applicable employment regulations across hiring, schedules, benefits, and terminations to mitigate legal risks and contingencies.
• Oversee internal investigations, warnings, and separations, ensuring impartiality, thorough documentation, and strict adherence to due process and employee rights.
• Guide key stages of the employee journey—from onboarding and reorientations to changes in employment terms and offboarding—delivering a fair, professional experience.
• Act as a trained mediator in internal disputes or grievances, leveraging active listening and negotiation to maintain a healthy work environment.
• Serve as an empathetic, agile, and approachable point of contact for employees and leaders, resolving inquiries to promote a culture of trust and open communication.
• Assist in developing and implementing initiatives that drive employee satisfaction, ensure regulatory compliance, and identify HR process optimizations.
• Support salary structures, perform competitive market analysis for compensation and benefits,
• Support overall communication, reporting, and governance of international and local employment regulations.
• Maintain HR databases, computer software systems and manual filing systems.
As Human Resources Manager (Labor Relations), You Have…
• Bachelor's Degree in Human Resources, Law, or a related field.
• Minimum of 3–5 years of HR experience in a fast-paced environment, with deep domain expertise in the Guatemalan Labor Code (Código de Trabajo).
• Proven experience conducting workplace investigations, applying disciplinary frameworks, and making objective recommendations based on findings.
• Demonstrated expertise in mediation, conflict resolution, and developing strong relationships with internal customers.
• Strong service-oriented attitude with empathy, active listening skills, and patience during sensitive or high-pressure situations.
• Excellent verbal and written communication skills in both Spanish and English.
• Strong analytical, problem-solving, and decision-making skills with a high degree of impartiality and attention to detail.
• Ability to adapt within a fast-paced, dynamic environment and interact effectively with employees at all levels and from diverse backgrounds.
• Demonstrated capacity to manage multiple priorities effectively while working independently and collaboratively within a team.
• Ability to travel internationally when required.
IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.
