CCO CHESTER

Human Resources Manager

Chester, Virginia
Work Type: Full Time
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Position Summary:

The Human Resources Manager is responsible for leading a team of HR Business Partners (HRBPs) who provide full-spectrum HR support across a fast-paced call center environment. This position drives strategic execution of HR initiatives, employee relations, compliance, and workforce planning while developing and coaching HRBPs to deliver consistent, high-impact support to front-line leaders and employees.

Essential Duties and Responsibilities:

Team Leadership & People Management

  • Directly supervise a team of HR Business Partners; conduct performance reviews, goal setting, and development planning.
  • Serve as a resource and escalation point for complex employee relations cases and HR policy interpretation.
  • Lead weekly HRBP team meetings to ensure alignment on case management, compliance updates, and strategic priorities.

Employee Relations & Compliance

  • Ensure all employee relations (ER) issues are addressed consistently and in compliance with federal, state, and local laws (e.g., FMLA, ADA, EEO, FLSA).
  • Oversee investigations, documentation, and risk mitigation strategies.
  • Champion a respectful and inclusive work environment and reinforce company values and policies.

HRBP Function Oversight

  • Review and approve written documentation prepared by HRBPs (e.g., performance improvement plans, corrective actions).
  • Partner with legal or corporate HR as needed for sensitive matters or escalations.
  • Monitor HRBP caseloads to ensure timely resolution and capacity management.

Talent & Organizational Development

  • Collaborate with HR Director and operational leaders to assess training needs and implement development initiatives.
  • Guide HRBPs on executing performance management cycles and coaching conversations.
  • Facilitate leadership development sessions and support culture-building programs.
  • Workforce Planning & Operational Partnership
  • Partner with site leadership to prepare for staffing surges (from 200 to 600 employees).
  • Provide strategic input on talent acquisition planning, succession development, and engagement strategies.
  • Track and present data related to attrition, corrective actions, and pulse survey feedback.

Supervisory Responsibilities:

Directly manages a team of 2–5 HR Business Partners. Provides coaching, training, and performance feedback to direct reports.

Required Qualifications:

  • Bachelor’s degree in Human Resources, Business Administration, or related field.
  • Minimum 5–7 years of progressive HR experience, with at least 2 years managing or coaching HRBPs.
  • Experience handling complex employee relations issues and leading investigations.
  • Strong working knowledge of employment law and HR compliance requirements.
  • Excellent leadership, interpersonal, and communication skills.
  • Proficiency with HRIS platforms and Microsoft Office Suite.

Preferred Qualifications:

  • HR certification (SHRM-CP/SCP or PHR/SPHR).
  • Prior experience in a multi-shift, high-volume call center or service environment.
  • Bilingual (Spanish/English) preferred.

Work Environment:

Office-based within an active call center. Occasional local travel may be required. Must be able to flex work hours during surge hiring or ER escalations.

Physical Requirements:

Must be able to remain in a stationary position for prolonged periods. Occasionally lifts onboarding materials (up to 15 lbs).

EEO Statement:

We are proud to be an Equal Opportunity Employer. All employment decisions are made based on qualifications, merit, and business need.

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