Human Capital Manager

INVEX; Naucalpan de Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una importante empresa financiera busca un Gerente de Capital Humano para su Call Center en Naucalpan de Juárez. La posición implica supervisar la adquisición de talento, la gestión del desempeño y la capacitación en un entorno de servicio al cliente. Se valorarán las habilidades de liderazgo y comunicación, además de una licenciatura en campos relacionados. La empresa ofrece un salario bruto de $55,000 MXN, beneficios legales y un contrato directo con la institución, así como beneficios adicionales después de 3 meses.

Servicios

Compensación base de $55,000 MXN

Beneficios legales

Contrato directo con la institución

30 días de aguinaldo

Seguro de Gastos Médicos Mayores

Bono anual por desempeño

Fondo de ahorro

Seguro de vida

Vehículo de la empresa

Formación

• Experiencia de más de 4 años en gestión de recursos humanos, con experiencia significativa en un entorno de centro de contacto.
• Fuertes habilidades de liderazgo, comunicación y resolución de conflictos.
• Conocimiento avanzado de metodologías de enseñanza y desarrollo de materiales de aprendizaje.

Responsabilidades

• Gestionar la adquisición y retención de talento.
• Implementar evaluaciones del desempeño y políticas disciplinarias.
• Cultivar un entorno de trabajo positivo y resolver conflictos.

Conocimientos

Liderazgo

Comunicación

Resolución de conflictos

Educación

Licenciatura en Psicología, Administración de Empresas o campo relacionado

Herramientas

Sistemas HRIS

Software de seguimiento del desempeño

Descripción del empleo

Important Financial Company is looking for a Call Center Human Capital Manager to help us manage the talent and development of our Contact Center agents and leaders. An HR Manager in a contact center oversees talent acquisition, employee relations, performance management, and training within a fast-paced customer service environment. Key responsibilities include reducing high turnover, ensuring legal compliance, managing performance metrics (KPIs), and driving engagement for agents and team leaders to improve operational efficiency.

Key Responsibilities

• Talent Acquisition & Retention: Manage high-volume recruitment, onboarding, and reduction of turnover, absenteeism and tardiness to maintain staffing levels.
• Performance Management: Implement performance appraisals, reward systems, and disciplinary actions aligned with business KPI's.
• Employee Relations & Culture: Cultivate a positive working environment, resolve conflicts, and enhance employee engagement to reduce turnover.
• Compliance & Policy: Ensure adherence to local labor laws, safety regulations, and company policies.
• Strategic Support: Partner with call center internal customers to optimize scheduling, training, and workforce management strategies.
• Training & Development: Experience leading training teams and instructors. Advanced knowledge of teaching methodologies, blended learning (in-person/virtual) training, and the development of learning materials (LMS). Experience delivering, supervising, and evaluating initial training, onboarding, and product or process updates.
• Data Analysis: Present executive reports and performance indicators for the area, identify areas of opportunity, and propose strategic improvements to enhance the area's indicators.

Required Qualifications

• Experience: 4+ years in HR Management, with significant experience in a contact center environment.
• Skills: Strong leadership, communication, and conflict resolution skills.
• Education: Bachelor's degree in Psychology, Business Administration, or a related field.
• Technical: Proficiency in HRIS systems and performance tracking software.
• Performance Indicators
• Reduction in agent turnover rates.
• Improvement in employee engagement scores.
• Time-to-hire for new agents.
• Compliance audit results.

We offer:

• Gross base salary of $55,000 MXN
• Legal benefits
• Direct contract with the institution

Additional benefits after 3 months:

• 30 days of Christmas bonus
• Major Medical Expense Insurance
• Annual performance bonus (Up to 3 months based on results)
• Savings Fund (Investment)
• Life insurance
• Company vehicle