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Overview

Senior Director, Talent Acquisition - Americas at Transcom (United States, Canada, and Colombia)

Are you a highly motivated, people-first HR Business Partner?

Are you able to work independently onsite as an HR Business Partner while collaborating with onsite and remote leadership?

Whats in it for you?

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time

Join Transcom as our Human Resources Business Partner in Greenville, SC!

We are seeking a highly motivated, people-first HR Business Partner (HRBP) to serve as an on-site HR representative for our mid-size-employee site (approximately 250-300 employees). The HRBP will act as a trusted advisor to site leadership, ensuring that HR strategies align with business goals while fostering a positive employee experience.

This role requires strong interpersonal skills, sound HR expertise, and a proactive mindset to effectively manage employee relations, engagement, and workforce planning. The HRBP will work independently on-site while collaborating with the remote HR Head and centralized HR teams (Talent Acquisition, Training & Development, Compensation & Benefits).

If you are a strong communicator, an empathetic listener, and a solutions-driven professional who thrives in fast-paced, high-volume environments, wed love to hear from you!

Responsibilities

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

Employee Relations & Engagement

• Act as the primary HR contact for employees and site leadership, building relationships and fostering an open, inclusive, and high-trust environment.
• Address employee concerns with empathy and discretion, ensuring fair and consistent resolution of workplace issues.
• Drive employee engagement initiatives, including recognition programs, wellness efforts, and culture-building activities.
• Conduct stay and exit interviews, analyze feedback trends, and recommend action plans to improve retention and employee morale.

Workforce Planning & HR Operations

• Partner with department managers and team leads to optimize workforce planning and talent management.
• Collaborate with Talent Acquisition on hiring plans, onboarding, and seamless workforce integration.
• Guide managers through performance reviews, coaching conversations, and career development planning.
• Ensure compliance with local labor laws and internal policies, maintaining a culture of accountability.
• Serve as the liaison between the site and centralized HR functions (e.g., Compensation & Benefits, Payroll, Training, HRIS, etc.).
• Lead HR communications and change management efforts at the site level.
• Leverage HR data and analytics to identify trends, inform decisions, and enhance employee experience.

Additional Specific Duties & Responsibilities

• Be hospitable and have a customer service related attitude
• Implement and respect Transcom World Wide standard practices.
• Ability to adapt to a changing environment
• The principle of service and support is one of your internalized values.
• Additional responsibilities and duties may be assigned and/or changed as needed.

Qualifications

• College degree and/or a combination of education and 5-7 years Human Resources experience
• Be PC literate: Office 98 (Word, Excel, PowerPoint), Google Docs
• 5+ years of progressive HR experience, preferably in a BPO, travel and tourism, hospitality, or high-volume environment.
• Proven track record in employee relations, engagement strategy, and performance management.
• Deep understanding of employment laws and HR compliance.
• Strong business acumen and ability to align HR strategies with operational goals.
• Experience in HR reporting, analytics, and problem-solving.
• Proficiency in HRIS and self-service platforms (e.g., Workday, ADP, SuccessFactors)
• Maintains strict confidentiality and exercises sound judgment in all HR matters.
• Ability to work independently while collaborating effectively across virtual and on-site teams.
• Call center experience, preferred
• Emotional Intelligence (EQ): Reads situations well, remains composed, and responds with empathy and fairness.
• Communication: Clear, professional verbal and written communication to engage at all levels.
• Active Listening: Understands root concerns and responds with thoughtful, practical solutions.
• Resilience & Stress Tolerance: Maintains composure and professionalism in high-pressure or urgent scenarios.
• Conflict Resolution: Skilled at facilitating difficult conversations and coaching toward productive outcomes.
• Collaboration & Influence: Builds trust and guides without formal authority.
• Organizational Skills: Manages competing priorities and meets deadlines with consistency.
• Critical Thinking & Problem Solving: Able to identify root causes of people and process challenges and develop practical, compliant, and business-aligned solutions.
• Problem Recognition & Resolution: Proactive in recognizing potential risks or trends and implementing timely, effective resolutions.
• Communication: Strong written and verbal communication skills with the ability to convey sensitive or complex information clearly, professionally, and empathetically to diverse audiences.
• Influence & Partnership: Builds trust and credibility with leaders and employees; effectively influences decisions to achieve balanced outcomes for people and business.
• Judgment & Discretion: Exercises sound judgment and maintains confidentiality when handling sensitive employee information.
• Adaptability & Prioritization: Thrives in a fast-paced environment, managing multiple priorities and shifting business demands with composure.
• Empathy & Employee Advocacy: Demonstrates fairness, empathy, and professionalism when supporting employees and resolving workplace issues.
• Conflict Resolution: Skilled at de-escalating conflicts and guiding managers toward constructive and compliant outcomes.
• Continuous Improvement: Actively seeks opportunities to streamline processes and enhance employee experience through feedback and innovation.
• Data-Driven Insight: Uses data and HR metrics to identify patterns, inform decisions, and drive meaningful action.

Physical Requirements

• Ability to sit, stand, and walk across the facility for extended periods.
• Occasionally lift and carry office supplies or documents (up to 20 lbs).
• Frequent use of standard office equipment (computer, phone, printer).
• Ability to conduct in-person meetings, training, and engagement activities.

Work Schedule and Travel

• Standard Monday - Friday schedule with occasional extended hours during major HR events.
• Occasional travel may be required for leadership meetings, training, or corporate initiatives.

HR Core Competencies

• Business Acumen Connects HR initiatives to broader business outcomes.
• Consultation & Coaching Serves as a trusted advisor to managers and employees.
• Ethical Practice Acts with integrity and professionalism at all times.
• Relationship Management Builds positive relationships across functions and levels.
• HR Expertise Strong foundation in employee relations, talent management, and compliance.

Success in this role includes

• Establishing strong relationships with site leaders and employees.
• Timely and effective resolution of employee relations cases.
• High levels of participation in engagement programs.
• Accurate, actionable HR reporting and insights.
• Demonstrated ability to maintain confidentiality and composure under pressure.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

At Transcom, were relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. Thats just how we are at Transcom. Here we care, and root for each other. Youre included, just as you are, from day one. And with the right mindset, theres no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!

We are an equal opportunity employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, religion, gender, orientation, national origin, age, disability, or veteran status.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Human Resources

Industries

• Outsourcing and Offshoring Consulting

We are the voice of our clients. We are Transcom.

We are an equal opportunity employer and value diversity. All qualified applicants will receive consideration for employment without regard to race, religion, gender, orientation, national origin, age, disability, or veteran status.

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