HR Business Partner, Contact Center (HRBP)
Exoticca, Spain

Exoticca is a leading travel platform present in Europe and North America, designing and offering exciting, memorable, and affordable travel experiences in over 65 destinations!

Our mission is to provide our clients with the possibility of getting to know the most beautiful and stimulating places on the planet, through the best travel proposals on the market.

We are a young, dynamic, multicultural team, in a moment of international expansion and therefore, we are looking for new traveling companions in this adventure. We’re looking for an experienced HR Business Partner to support our beloved customer-centric Contact Center!

Responsibilities:

• Propose, implement, and continually optimize the People agenda for the Contact Center, creating and nurturing a long-term relationship with the Contact Center leaders, to impact results through Talent Management.
• Work alongside the Chief People Officer and the other People members in the development and process definition of global policies, continuous process improvement, and HR strategy.
• Act as Business Partner to the Contact Center leaders and individual contributors in the implementation of the HR policies, procedures and initiatives related to performance management, engagement and retention, Learning amp; Development of soft skills, and culture.
• Work alongside the Chief People Officer and Contact Center leaders to champion and execute critical People processes in the Contact Center (new employee onboarding and integration, promotion of the Company Values, ensurance of key processes such as performance review, promotion, salary review, exit process, etc.)
• Develop and lead the Contact Center’s action plan to define the HR analytics dashboard aiming to make a positive impact on the key HR metrics (engagement survey scores, turnover, diversity, recruiting, etc.)
• Manage employee recognition efforts in the Contact Center in conjunction with the People department’s strategic plans and initiatives.
• Create, promote, and lead the Company Values initiatives that ensure employee adherence to the established ways of working and desired company culture.
• Monitor the actual vs. budget Annual Headcount Plan, aligning the talent resource planning of the Contact Center's hiring needs with the Talent Acquisition Lead, actively supporting the recruitment of the job vacancies that ensure the department's workforce planning.
• Participate, only when needed, in the recruitment processes for evaluating the best talent available for the Contact Center (including developing job descriptions, screening resumes, and conducting interviews alongside the Talent Acquisition Specialists and Coordinators.
• Coordinate the new joiners' effective onboarding into the Exoticca team (ensuring effective participation in the induction training sessions and delivering other HR training about talent management policies and procedures).
• Serve as a key conduit across People functions regarding quality-of-service delivery within the Contact Center, to act as an agent of continuous improvement.
• Provide coaching to managers and guidance to the overall Contact Center population about the company’s talent management culture and policies, always in accordance with the CHRO vision.
• Support the Contact Center management team in interpreting policies and legal requirements such as code of conduct, disciplinary and grievance, Diversity amp; Equality (Ley de Igualdad), and harassment.
• Effectively support and guide management with goal setting, employee performance issues, PIPs, and any resulting conflict, advocating the best law-compliant and empathic solution.
• Host an open office hours practice for agents to discuss specific day-to-day doubts and situations that may affect their employment status or engagement levels, as well as addressing employee requirements for administrative support, in sync with the HR Admin Specialist.
• Act as the first go-to person to align on the Talent Management questions, and the one to deliver the solution within the Contact Center in accordance with the talent management policies and culture.

NOTE: The aforementioned are the main responsibilities of this role, and are not intended to cover each aspect of the position.

Requirements

• Minimum 2 to 3 years acting specifically as an HR Business Partner.
• Experience working in a contact center. Preferably an in-company one.

• C2 level English required (verbal, reading, writing).
• C2 level of Spanish required (verbal, reading, writing).

• Bachelor’s degree in Business Management is preferred but not essential.
• Master's Degree in HR Management strategies.

• Ab

Job Rewards and Benefits