Human Resources Director

About the CompanyWe are a fast-growing BPO company providing end-to-end services in recruitment, training, customer support, back-office, and operational staffing. Our clients include leading global organizations across technology, retail, finance, logistics, and telecommunications.As we scale, we are seeking a Human Resources Director who can lead our HR operations with strategic vision, operational excellence, and a people-first mindset.Role OverviewThe Human Resources Director will be responsible for designing, optimizing, and executing the full HR strategy across the organization. This includes high-volume recruitment, employee relations, workforce planning, training & development, HR operations, compliance, and organizational culture.The ideal candidate brings proven experience in fast-paced BPO environments, strong leadership, and the ability to build scalable HR structures aligned with business growth.Key ResponsibilitiesStrategic LeadershipDevelop and execute the HR roadmap aligned with business goals.Advise executive leadership on workforce planning, organizational development, and performance structures.Build HR policies, SOPs, and governance frameworks for a multi-site BPO organization.Talent Acquisition & Workforce ManagementLead high-volume recruiting operations for call center and back-office roles.Implement recruiting metrics (time-to-fill, cost-per-hire, retention 30/60/90) and continuous process improvement.Ensure staffing coverage for all client verticals and SLA fulfillment.Training & DevelopmentOversee onboarding, continuous learning, leadership development programs, and upskilling.Partner with operations to reduce early-stage attrition and improve agent performance indicators.Employee Relations & CultureFoster a strong, inclusive, engagement-driven workplace culture.Manage employee relations, disciplinary procedures, and conflict resolution.Drive recognition programs, engagement surveys, and wellness initiatives.HR Operations & ComplianceLead payroll oversight, benefits administration, HRIS management, and reporting.Ensure compliance with labor laws (Mexico and U.S. client standards).Manage audits, documentation, and data governance.QualificationsBachelor’s degree in Human Resources, Organizational Development, Psychology, Business Administration, or related field (Master’s preferred).8+ years of progressive HR leadership experience, preferably in BPO, contact center or shared services.Strong understanding of high-volume hiring, agent lifecycle, retention strategies, and BPO KPIs.Proven experience managing HR operations across multiple sites.Excellent communication skills in English and Spanish.Strong analytical mindset and familiarity with HR systems, ATS, HRIS, and BI dashboards.What We OfferCompetitive salary + performance bonusesExecutive-level growth opportunitiesMedical and wellness benefits packageLeadership autonomy and decision-making responsibilityOpportunity to shape the workforce strategy of a growing BPO companyApply now!! Send your Resume or share!