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The Employee Relations Specialist supports a positive, compliant, and productive work environment within a fast-paced BPO. This role focuses on managing employee relations matters in a high-volume, metrics-driven environment, ensuring fair treatment, policy adherence, and effective resolution of employee concerns while supporting business continuity and service-level commitments.

Key Responsibilities

• Serve as the primary point of contact for employee relations issues in a high-volume call center or BPO environment
• Manage employee complaints related to attendance, performance metrics, scheduling, conduct, harassment, and workplace concerns
• Conduct timely, impartial investigations into policy violations, customer complaints, misconduct, and compliance issues
• Partner with Operations, Quality, Workforce Management, and HR teams to address employee relations trends impacting service delivery
• Advise leaders on corrective actions, progressive discipline, and performance improvement plans in alignment with company policy
• Maintain accurate, confidential case documentation and investigation records
• Identify systemic employee relations issues (attrition, absenteeism, engagement) and recommend proactive solutions
• Support employee engagement initiatives to improve morale and retention in a high-turnover environment
• Ensure compliance with labor laws, client requirements, and internal policies

Qualifications

• Bachelor’s degree
• Excellent command in English
• Previous experience in employee relations or HR within a BPO, call center, or customer service environment
• Strong understanding of labor and employment laws applicable to high-volume workforces
• Proven ability to conduct workplace investigations and manage sensitive employee matters
• Excellent communication, mediation, and conflict resolution skills
• Ability to work effectively with diverse teams across multiple shifts and programs
• Strong organizational skills with the a

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